Managing Conflicts & Difficult Situations

Objective:

• Identify the common types and sources of conflict in your workplace
• Appreciate your own and others’ personality profiles and preferred conflict approaches
• Understand the predictable emotional triggers and responses to conflict
• Differentiate between assertive, passive and aggressive behaviours
• Deal with difficult people and situations using a large range of powerful techniques

Content:

Understanding Conflict and Difficult Situations

• Defining the Nature, Types and Causes of Conflict
• Conflict vs. Competition: When one overtakes the other
• Benefits and Drawbacks of Conflict in the Workplace
• The Power of Emotional Intelligence in Conflict Situations
• Conflict-management Default Mode
• Utilizing the Circles of Concern and Influence
• Key Motivations or Drivers of Individuals and Groups

Advanced Interpersonal Skills for Conflict Management

• The Art to Successful Communication
• Building Rapport and the Circle of Trust Technique
• Personality Preference Assessment: Communicating with Different Personalities
• Mastering Active Listening Skills to Validate Others’ Needs
• Using Powerful Questions to Gain the Right Information
• Transactional Analysis: The Power of Questions in Counselling
• Perfecting the Art of Non-verbal Language Signals
• Framing and Re-framing Issues to Facilitate Positive Outcomes

Mastering the Art of Persuasion, Influence and Negotiation

• Psychological Insights into People’s Behavior and Attitude
• Filters and How Our Perceptions Can Influence Our View of Others
• Determining Personal Agendas and Intentions
• Being Assertive: Techniques and Skills
• Negotiation “Positions” and “Interests” and Prime Negotiation Gambits
• Persuasion Techniques Incorporating Cialdini’s 6 Steps
• Achieving Synergy through the 4 Steps of Persuasion
• The Key Strategy Factors to Master the Art of Influence

Processes and Strategies to Handle Challenging or Difficult Conversations

• Main Types of Difficult / Challenging Conversations in the Workplace
• The Art of Influencing with Integrity and Personal Power
• Utilizing Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
• Structuring “Crucial Conversations” to Produce Optimal Results
• Using Coaching Techniques in Conflict: Problem and Need
• Recognizing and Handling Ineffective Conflict Responses
• Dealing with Strong Emotions such as Anger and Frustration
• Defection Technique Strategies

Managing Organizational Conflict and Culture

• Understanding the Key Elements of Your Organization’s Culture
• High-trust vs. Low-trust & “Toxic” Organizational Cultures
• Establishing Appropriate Organizational Values and Behaviors
• Utilizing Alternative Dispute Resolution (ADR) Strategies
• Conflict Management: Synergistic Advantage for Your Organization
• Making Your Organization a Desirable Place to Work
• Summary and Next Steps