Managing Conflict / Handling difficult people
Two day Course
Managing Conflict / Handling difficult people Introduction
There will always be disagreement between individuals. But if conflict can be managed and resolved according to correct principles, then disagreement can lead to greater understanding and better performance.
This course is about achieving that goal.
Outcomes
Identify the causes of conflict.
Improved communication skills.
How to give and take feedback.
How to evaluate an argument.
Managing Conflict / Handling difficult people Day one
Four wrong ways to resolve conflict
- Status (I’m the boss so I must be right)
- Tradition (This is the way we’ve always done it, so it must be right)
- Numbers (You are in the minority so you must be wrong)
- Personality (I do not like you so your idea must be false/ I do like you so your idea must be true)
Identify the situations and behaviours that cause conflict.
Is it conflict over: -
- Facts
- Interpretation of facts.
- Right and wrong (Ethical or moral principle)
- Fair or unfair (Political principle)
- Character clashes.
Three Key distinctions
- Identity v behaviour
- The self-concept
Objective v subjective language
Method one
How to handle immediate conflict situation
Presentation of ten points together with role play practice.
Method two
What to do if it keeps happening. The sit down “chat”
Implication questions.
Presentation of method together with role-play practice
Managing Conflict / Handling difficult people Day Two
Rational argumentation
Setting out a convincing case
Asking for their reasons
Presentation
How to handle the Railroader
Methods of the railroader
Methods to disarm him/her
Six step method to handle a difficult person
What to do if he comes to you with a complaint.
Presentation and role play practice
Clarify your understanding of “Fairness”
Four meanings of the word “fair”.
Questionnaire and group debate
Notes on “compromise”
Compromise on particulars, but beware of compromising on principles.
Managing conflict / Handling difficult people summary and action plan
Please call The Corporate Coach Training Group today on 01452 856091
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