Handling Conflict with Confidence Training Course

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Course Code

handcc

Duration Duration

14 hours (usually 2 days including breaks)

Requirements Requirements

Overview Overview

Audience

Staff who need to be fully aware of the issues surrounding Conflict and how to deal with it with:

  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

  • Facilitated Discussions
  • Slide Presentations
  • Exercises and
  • Case Studies

By the end of the course, delegates will be able to:

  • Understand conflict and its effect on ourselves and others
  • Define assertive and non-assertive behaviours
  • Appreciate the need for self-management before managing others
  • Develop capability in engaging conflict assertively
  • Build confidence through demonstrations and practical simulations

Course Outline Course Outline

Understanding Ourselves and Others

  • What makes us behave the way we do?
  • How can we understand which parts of this behaviour is acceptable – is required by our role in the business – and which parts are not acceptable?
  • How can we “adapt” behaviour to prevent the causes of conflict or to defuse conflict caused by others?
  • What do we mean by Effective Communication in potential and actual conflict situations?

Emotional Intelligence

  • Emotions and their consequences both in creating and in dealing with conflict
  • The importance of understanding our “EQ” (as opposed to the more-standard IQ)
  • The five stages of Goleman’s Emotional Intelligence model:
    • Self-Awareness
    • Self-Management
    • Motivation
    • Empathy
    • Social Skills

Transactional Analysis

  • Why do we act / react in a certain way to colleagues and customers?
  • How can we build rapport with colleagues and customers?
  • What are the benefits of “True Rapport” in our inter-personal relationships?

Customer and Stakeholder Management

  • Satisfying Stakeholders
  • Stakeholder Analysis: internal and external stakeholders
  • Dealing with conflict in Customer and / or Stakeholder interactions

Assertiveness

  • Aggressive v Assertive v Submissive
  • Benefits of Assertive Behaviour

Confrontation

  • The Confrontational Model – Fierce Conversations
  • The PRO Model: a template for planning and successfully undertaking Fierce Conversations

Handling Conflict

  • What causes conflict?
  • The Phases of Conflict Handling
    • Understanding the Conflict
    • Understanding your / the other person’s position in the conflict
    • Resolving the Conflict
  • Kilmann’s Five Conflict-Handling Modes – and how to apply them
  • Bridging the Gap

Guaranteed to run even with a single delegate!
Public Classroom Public Classroom
Participants from multiple organisations. Topics usually cannot be customised
From $5740
(99)
Private Classroom Private Classroom
Participants are from one organisation only. No external participants are allowed. Usually customised to a specific group, course topics are agreed between the client and the trainer.
Private Remote Private Remote
The instructor and the participants are in two different physical locations and communicate via the Internet
From $3440
Request quote

The more delegates, the greater the savings per delegate. Table reflects price per delegate and is used for illustration purposes only, actual prices may differ.

Number of Delegates Public Classroom Private Remote
1 $5740 $3440
2 $3310 $2085
3 $2500 $1633
4 $2095 $1408
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Upcoming Courses

VenueCourse DateCourse Price [Remote / Classroom]
ON, Scarborough – 10 Milner Business CourtWed, Dec 28 2016, 9:30 am$3440 / $5800
AB, Edmonton - First Edmonton PlaceThu, Dec 29 2016, 9:30 am$3440 / $6140
ON, Ottawa - Fairmont Chateau LaurierMon, Jan 2 2017, 9:30 am$3440 / $6140
MB, Winnipeg - 201 Portage AvenueMon, Jan 2 2017, 9:30 am$3440 / $5940
NB, Saint JohnMon, Jan 2 2017, 9:30 am$3440 / $6440

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