Description
Who Would Benefit
This training course is aimed at anyone who has not received any formal tuition on how to handle difficult people and scenarios or those in need of a refresher on how to diffuse and manage potential conflict through effective conflict management.
Course Description
Delegates will learn how to understand conflict management and deal with difficult situations, as well as the main elements which encompass this complex area of personal and professional development.
The content is suitable for anyone wishing to understand their and others' behaviour during stressful and conflict-related issues. New strategies and techniques will help them gain a better understanding of how to manage conflict and the whole area of conflict management within themselves and with others.
CPD Points: 12
Training Course Category: Management & Leadership
Training Course Duration: 2 days
Training Course Location: Virtual, online or classroom-based
What you will learn
Learning Outcomes
At the end of this programme, the delegate can:
- Define assertive versus aggressive behaviour
- Explain people's behaviour & emotional drivers
- Prioritise and manage the expectations in others
- Recognise & diffuse aggression
- Apply powerful communication skills when dealing with difficult situations
The Programme Includes:
- Communication and behaviour
- The anger cycle
- Conflict management style inventory
- The 5 warning signs of aggressive behaviour
- The effect and emotion of anger
- Personal communication style indicator
- Handling conflict using various methods
- Dealing with conflict instrument ~ Kilmann
- The Mount Anger model
- Strategies for effective conflict communication
- The Traffic Light model for situational assessment
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