Effective Conflict Management Skills

This 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