This course provides you with the tools, techniques and an understanding that will empower you with the ability to deal with difficult people in an appropriate manner.
No events to show
Description
To be successful in dealing with personal conflicts in the workplace you must learn to first understand human behaviour, reflect on its causes and know how certain behaviours impact others. Knowing how to approach difficult people with an understanding of these drivers will help you to overcome negativity by utilising positivity. Whether its dealing with difficult customers, staff or management, anyone will benefit from the skills taught in this course.
Course Content:
Lesson 1: Getting Started
Icebreaker
Pre-Assignment Review
Workshop Objectives
Lesson 2: Conflict as Communication
Defining Conflict
Self-Assessment
Lesson 3: Benefits of Confrontation
To Talk or Not to Talk
Determining Your Involvement
Reciprocal Relationships
Lesson 4: Preventing Problems
The Importance of Empathy
Dangerous Misconceptions
Lesson 5: Getting Focussed
Getting to the Heart of the Matter
The Three F's
Lesson 6: Managing Anger
Coping Strategies
Guidelines for Assertive Anger
Lesson 7: Dealing with Problems
Dealing with Problems
Causes of Difficult Behaviour
Lesson 8: The Three-Step Conflict Resolution Model
The Three-Step Model
Getting the Hang of Things
Lesson 9: Practice Makes Pretty Good
Making Connections
Lesson 10: Changing Yourself
Negative vs. Positive Interactions
Dealing with Negative Feelings
Lesson 11: Why Don't People Do What They Are Supposed To?
The big Questions
Lesson 12: Stress Options to Use When Things Get Ugly
Belly Breathing
Visualise
Music
Acupressure and Massage
Laughter
General Coping Thoughts When things get Messy
Additional information
After completing this course, participants will have learned to:
See conflict as communication
Benefit from a confrontation
Prevent problems
Get focused
Deal with theirs and others' anger
Deal with problems
Understand and use the three step conflict resolution model
Change yourself depending on the situation
Understand people's behaviours and motives
De-stress when things get ugly.
Identify causes of difficult behaviour
Counter negativity with positivity
Discuss problems in groups
Use assertive anger
Plan and practice to handle difficult situations successfully
Presented By
Event Information
When: Monday 11th November, 2019, 1.00 pm-4.00 pm
Where: Level 3, 15 Daly Street, Lower Hutt
Fee: $395 +GST (usually $695 +GST)
RSVP: Click on register word above