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A MasterClass in Conflict Resolution: Dealing With Difficult People

Churchill Square Training & Development
Course summary
7 hours
24 GBP excl. VAT
English
Full time
Online courses
Next available date: November 2020 - Online courses

Course description

A MasterClass in Conflict Resolution: Dealing With Difficult People:

We are able to deliver this course for groups of two or more within your business in the UK and overseas.

We run Open courses throughout the UK contact us for details.

What Will Students Learn?

  • Recognise how your own attitudes and actions impact others.
  • Find new and effective techniques for dealing with difficult people.
  • Learn some techniques for managing and dealing with anger.
  • Develop coping strategies for dealing with difficult people and difficult situations.

What Topics are Covered?

  • Conflict as communication
  • Benefits of confrontation
  • Preventing problems
  • Getting focused
  • Dealing with anger (yours and others)
  • Dealing with problems
  • The three step conflict resolution model
  • Changing yourself
  • Why don’t people do what they are supposed to?
  • De-stress options to use when things get ugly

Success in dealing with conflict comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this workshop, you will learn how to turn difficult situations into opportunities for growth.

We currently offer different delivery methods, eLearning, distance learning and instructor led onsite courses for up to 15 participants.

All courses are also available virtually. Contact us for more information.

Suitability - Who should attend?

The course is suitable for all levels within a business, it  is useful both professionally and personally.

Outcome / Qualification etc.

We are a CPD recognised provider.

Qualification awarded by the course provider

Training Course Content

This course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

This eLearning course will help you teach participants:

  • o What conflict is and how it can escalate.
  • o The types of conflict and the stages of conflict.
  • o The five most common conflict resolution styles and when to use them.
  • o How to increase positive information flow through non-verbal and verbal communication skills.
  • o Effective techniques for intervention strategies.
  • o Ways to manage conflicts to enhance productivity and performance.

Course Overview

You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Defining Conflict

During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict.

Types of Conflict

This session will cover three main types of conflict: inner, interpersonal, and group.

Open Conflict vs. Hidden Conflict

Next, participants will explore open conflict and hidden conflict.

Spontaneous and Reflective Action

This session explores spontaneous and reflective action through a brief lecture.

The Johari Window

The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. Participants will look at the Johari Window in detail through a personal exercise and a case study.

Stages of Conflict

During this session, participants will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.

Creating the Win/Win

This session will give participants a chance to apply some of what they have already learned to a realistic case study.

Conflict Resolution Style Questionnaire

Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.

The Role of Communication in Conflict Resolution

To begin the second day, participants will look at the communication chain as well as barriers that can impede communication. They will also learn about the concept of positive intent.

Active Listening Skills

Next, participants will learn the basics of active listening.

Paraphrasing Skills

In this session, participants will learn about, practice, and demonstrate paraphrasing techniques.

Powerful Questions

This session will give participants some useful questions and some proving techniques.

Body Language

Next, participants will learn how body language can help resolve conflicts.

Pre-Assignment Review

As a pre-assignment, participants were asked to complete a benchmark survey on their effectiveness at managing conflict. In this session, they will revisit their answers.

The Conflict/Opportunity Test

Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.

Conflict and Its Resolution

This session will look at a few processes that we can use to identify and resolve conflict.

Helping Others Through Conflict

Facilitation skills have become a cornerstone of many leadership models. This session will look at how facilitation, coaching, and group norms can be applied to conflict. Participants will also practice these skills in a role play.

Workshop Wrap-Up

At the end of the course, students will have an opportunity to ask questions and fill out an action plan.

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About provider

CPD Provider

Churchill Square Training & Development is a leading UK based global training and development provider. With over 185 different courses available, we offer a wide variety of training options available to suit your organisation or individual training needs. All of...


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Contact info

Churchill Square Training & Development

118 Pall Mall
SW1Y 8EA London

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www.churchillsquareconsulting.com


Reviews

Average rating 5

Based on 1 reviews

Neil Naylor
(5)
Used the course when I was having to deal with difficult people at my workplace, found it really useful.
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