Conflict Management: How to Deal With Difficult People

EXECUTIVE SUMMARY

• 1 to 2 day program

• Designed for managers, supervisors and their employees

• Provides an extensive guide to successfully mange and resolve conflict management in the workplace

• Improves communication and listening skills

• Participants will be able to effectively manage difficult situations with customers, co-workers and peers

• Increase customer satisfaction

• At course completion, participants will be able to effectively recognize, and apply techniques to overcome conflict and apply principles of conflict resolution

COURSE OVERVIEW

This 1 - 2 day program is designed to provide managers, supervisors and their employees a positive direction in managing difficult people. This program can be broken down into half day sessions in order to provide immediate utilization of information in the workplace. Techniques and methods of handling difficult customers and team members are covered. At course completion, participants will have discovered ways to deal with difficult customers, employees, and peers.

COURSE BENEFITS

Our Conflict Management Program helps people in your organization:

• Discover Conflict Management strengths and weaknesses
• Develop new skills for improved performance
• Reduce conflict in the work place
• Reduce work place miscommunications
• Turn customer complaints into business opportunities
• Improve customer service
• Improve team relational skills
• Improve verbal and non-verbal communication
• Improve listening skills

PROGRAM OBJECTIVES

Participants will:

• Understand Conflict and Conflict Management
• Recognize and Apply Key Conflict Management Skills
• Utilize the Best of the Five Methods of Conflict Management
• Create a Conflict Intervention Team
• Describe the Three Stages of Conflict
• Define the Emotions of Conflict
• Understand the Differences in Situational Conflict Management
• Practice Positive Conflict Management Techniques

COURSE LENGTH AND LOCATION

This program can be done as a 1 or 2 day program in 4 to 8 hour blocks. A 2 day program is recommended for the greatest impact on your organization. We can do the course at your location or at an off site conference facility.

PROGRAM TOPICS

Identifying and Understanding Conflict and Conflict Management

• Conflict defined
  
• The 5 myths of Conflict Management
  
• The 7 C's of Conflict Management
  
• The causes of Conflict Management Behavior
  
• The 4 Interpersonal Styles of Difficult People

Identifying the Three Stages of Conflict

• The recurring Occurrence
  
• The Challenge
  
• The Battle

Recognizing Situational Differences in Conflict Management

• Situational Differences in Communication
  
• Situational Differences in Personality
  
• Situational Differences in Handling Conflict

Positive and Negative Conflict Management

• 7 Positive Principles of Conflict Management
  
• 5 Negative Principles of Conflict Management

Five Methods of Conflict Management

• Integration Conflict Management
  
• Obliging Conflict Management
  
• Dominating Conflict Management
  
• Avoiding Conflict Management
  
• Compromising Conflict Management

Conflict Intervention

• Intervention Guidelines
  
• The Mediation Process
  
• General Coping strategies
  
• Minimizing Difficult Encounters
  
• Diffusing Anger