Effective Conflict Management Skills
Effective Conflict Management Skills
Course Druation: 2 DaysThis program teaches skills that focus on dealing with difficult conversations from colleagues and customers alike. You will have the ability to create the greatest positive impact at every given opportunity when facing difficult or challenging conversations every time.
Course Objectives
Upon completion of this program, the participants will be able to:
- Handle conflicts in a responsible manner
- Improve inter-personal relationship with people
- Maintain a positive work environment
- Solve problems amicably
- Understand and employ the communication process effectively
Key Content
Module 1: Causes of Conflict and How to Manage Them
- The causes of conflict - recognize and pre-empt them
- The assertive leader - managing situations confidently
- Strategies for managing difficult conversation
- Using ACAS model and template
- Understand and use the 3 step conflict resolution model
Module 2: Communication
- Constructive feedback - what is it?
- Deliver constructive feedback that brings above positive behavior change
- Listening
- Questioning correctly
Module 3: Profiles and Behavior
- Analyzing your conflict resolution profile and behavioral style
- Recognizing classic profiles of difficult people and how to manage them
- 7 principles of difficult conversation
- Deciding when to take the most appropriate action
Module 4: Essential Strategies for Dealing with Difficult Employees
- 6 specific steps to turn difficult relationship into positive ones
- 5 strategies for bringing the best in difficult employees
- How to build positive bridges with all people
- Having respectful and direct conversations with difficult employees
- Ways to respond to and help difficult employees
Module 5: Performance Issues
- Managing poor performance issues
- Tackling attitude and behavior issues
- Communicate with unresponsive individuals
- Handling hostile and aggressive situations
Module 6: Coaching for Performance
- Coaching employees back into performance using GROW model
- Coaching using the FUEL model
- SMART goals for corrective action
Module 7: All About You
- How each of us falls into one of 4 major behavioral type
- Create a positive workplace
- Engaging your employees
Inquiry - Effective Conflict Management Skills