Managing Difficult People & Conflict Resolution

Star InactiveStar InactiveStar InactiveStar InactiveStar Inactive
 

Introduction

Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives.

This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life.

Learning Objective

  • Recognize how your own attitudes and actions impact on others
  • Find new and effective techniques for managing negative emotions
  • Develop coping strategies for dealing with difficult people and difficult situations
  • Identify those times when you have the right to walk away from a difficult situation
  • Learn some techniques for managing and dealing with anger.

Target Audience

Supervisors,Executives,Managers

 

Program Duration

2 Days

 

Program Content (9.00am -5.00pm)

DAY 1

MODULE 1

RECIPROCAL RELATIONSHIPS

    • Interpersonal relationships
    • Self fulfilling Prophecies
    • Understanding Self

DEALING WITH  CHANGE

  • How people respond to change
  • Why people resist change
  • Negative aspects to be aware of
  • Making change a positive experience

 

MODULE 2

THE AGREEMENT FRAME

Power of good communication

  • Finding points of agreement
  • Aligning oneself to others
  • 3 phrases in agreement frame

THE 10 COMMANDMENTS OF  DEALING WITH OTHERS

MODULE 3

PREVENTING PROBLEMS

  • Empathy and sympathy
  • Methods in expressing empathy
  • Concept of Rephrasing

DANGEROUS MISCONCEPTIONS

DEALING WITH PROBLEMS

  • Assessing the situation
  • Meeting difficult behavior head on
  • Being Up Front
  • Flexibility
  • Tolerance
  • 2 way conversations

DAY 2

MODULE 4

  1. CAUSES OF DIFFICULT BEHAVIOR
  • The 5 Fears
  1. THE 5 STEP PROCESS IN RESOLVING CONFLICT
  2. CHANGING YOURSELF
  • Negative vs Positive interaction
  • Calling for time out
  • Walking away
  • Policy for verbal abuses

MODULE 5

DEALING WITH NEGATIVE FEELINGS

  • Taking charge of you
  • Self talk
  • Being in control
  • Sense of Humor
  • Support team

WHY PEOPLE DON’T DO WHAT THEY ARE SUPPOSE TO DO

  • 11 reason why they don’t

MODULE 6

MANAGING ANGER

  • Managing our own anger
  • Dealing with other people’s anger

GUIDELINES FOR ASSERTIVE ANGER

  • Steps for assertive approach
  • Lessons from Dale Carnegie and Anthony Robbins

DE STRESS OPTIONS

  • 5 relaxation techniques
  • General coping thoughts

Training Approach

The program is conducted in a workshop manner, where lectures are interwoven with Real Life Experiences, Workplace Case Studies, group work and discussion and EBKP (Evidence Based Knowledge and Practice).

It is also conducted with lots of fun filled activities and humour to encourage Adult Learning

Search