Managing Conflicts & Difficult Situations

Management & Leadership

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Introduction

The management of conflicts and difficulties is one of the most misunderstood, time-consuming and poorly handled leadership responsibilities. Most leaders, managers and supervisors regard ‘conflict’ as something negative. However, if it is used and managed well and occurs in high-trust cultures, conflict can be a powerful source of sustainable competitive advantage.

This Conflict Management training course entitled Managing Conflicts & Difficult Situations has been specifically designed to help leaders and managers to control and reduce negative conflict, build high-trust organizational cultures and deal proactively with difficult situations using highly effective techniques. The training course incorporates the latest research regarding Emotional Intelligence (EI), neuroscience, psychology, personality research and cutting-edge communication and influencing techniques.

Objectives

This training course is designed to help you to:

·         Identify the common types and sources of conflict in your workplace

·         Appreciate your own and other personality profiles and preferred conflict approaches

·         Understand the predictable emotional triggers and responses to conflict

·         Differentiate between assertive, passive and aggressive behaviors

·         Dealing with difficult people and situations using a large range of powerful techniques

Course Outline

Day One: Understanding Conflict and Difficult Situations

·         Defining the Nature, Types and Causes of Conflict

·         Conflict vs. Competition: When one overtakes the other

·         Benefits and Drawbacks of Conflict in the Workplace

·         The Power of Emotional Intelligence in Conflict Situations

·         Conflict-management Default Mode

·         Utilizing the Circles of Concern and Influence

·         Key Motivations or Drivers of Individuals and Groups

Day Two: Advanced Interpersonal Skills for Conflict Management

·         The Art to Successful Communication

·         Building Rapport and the Circle of Trust Technique

·         Personality Preference Assessment: Communicating with Different Personalities

·         Mastering Active Listening Skills to Validate others’ Needs

·         Using Powerful Questions to Gain the Right Information

·         Transactional Analysis: The Power of Questions in Counselling

·         Perfecting the Art of Non-verbal Language Signals

·         Farming and Re-framing Issues to Facilitate Positive Outcomes

Day Three: Mastering The Art of Persuasion, Influence and Negotiation

·         Psychological Insights into People’s Behaviour and Attitude

·         Filters and How our Perceptions can Influence our View of Others

·         Determining Personal Agendas and Intentions

·         Being Assertive: Techniques and Skills

·         Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits

·         Persuasion Techniques Incorporating Cialdini’s 6 Steps

·         Achieving Synergy through the 4 Steps of Persuasion

·         The Key Strategy Factors to Master the Art of Influence

Day Four: Processes and Strategies to Handle Challenging or Difficult Conversations

·         Main Types of Difficult / Challenging Conversations in the Workplace

·         The Art of Influencing with Integrity and Personal Power

·         Utilizing Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found

·         Structuring 'Crucial Conversations' to Produce Optimal Results

·         Using Coaching Techniques in Conflict: Problem and Need

·         Recognizing and Handling Ineffective Conflict Responses

·         Dealing with Strong Emotions such as Anger and Frustration

·         Defection Technique Strategies

Day Five: Managing Organizational Conflict and Culture

·         Understanding the Key Elements of Your Organization’s Culture

·         High-trust vs. Low-trust & Toxic’ Organizational Cultures

·         Establishing Appropriate Organizational Values and Behaviors

·         Utilizing Alternative Dispute Resolution (ADR) Strategies

·         Conflict Management: Synergistic Advantage for Your Organization

·         Making Your Organization a Desirable Place to Work

·         Summary and Next Steps