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Conflict Resolution - Keeping control in difficult situations
         
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Resolving conflict is a vital part of any manager’s or supervisor’s role which, for many, presents a very real challenge. To keep control in difficult situations, managers must communicate effectively and assert themselves when necessary. They must also understand the behavior patterns of others and, most important of all, they must have the confidence to take immediate control in “difficult” situations. This course will give your staff members numerous options for resolving conflict and maintaining control. It will make them wiser, stronger and as a result they and their teams will become happier and more productive. What delegates will get from the course: Confidence in their ability to take control.
An understanding of the impact they have on any conflict situation.
Techniques for influencing the behaviour of others.
Superior communication skills.
Deeper understanding of what drives the behaviour of others.
Techniques for questioning and empathising.
The ability to gain an understanding of what prompts conflict situations to escalate.
Increased productivity.
Ability to deliver meaningful feedback and diffuse existing and potential conflict.
What they will learn: To understand what is meant by a force field analysis
Comprehending and explaining the basic laws of communication
Rating their abilities as speakers and listeners
Listing effective listening skills
Summarising behavior patterns and the ensuing benefits that can be used for motivation
Demonstrating the use of the three line assertion technique
Identifying the stages of the Difficult Conversation Checklist
Defining the Three Conversations within each Difficult Conversation
Recognising what makes us argue
Avoiding triggering negative identity conversations
Discussing and following feedback guidelines Instant Download - Everything required to deliver this course is included in the...
Course Length: 2 Days
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The Trainer's Guide will provide you the trainer with all of the information you need to successfully be able to deliver the course.
Information such as when to show slides, what sort of feedback you should be expecting from delegates on specific topics and tasks, how to best manage your audience and more...
The Trainer's Guide also contains in-depth explanations and guides for all of the exercises in the Exercise Handbook.
Along with the Trainer's Guide you will also receive a Day Planner which will map out exactly how much time should be spent on each subject, objectives for each module, methodology, when to break.
This course package provides you with everything you need to successfully deliver our Communication Skills course.
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