Dealing with Conflict & Difficult People

Dealing with Conflict & Difficult People is designed to develop your assertive communication skills and acquire the tools to handle tricky situations, aggression and varying personality types, capably and effectively.

Course Overview

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This course can also be delivered in-house and tailored to meet the specific needs of your organisation. Click here for more information.

Modern management demands confident, yet enabling managers - those who have a strong sense of self and the ability to impact positively on others who may have different behavioural styles.

Developing your assertive communication skills will give you the tools to manage your people in the most appropriate manner. You will gain an in-depth insight into the root of negative behaviour in your staff, enabling you to handle tricky situations and "difficult" people capably and effectively. You will also discover how you can best "put your case" in meetings with your seniors, avoid negative confrontation, and achieve successful working relationships with all your clients and colleagues.

THIS COURSE WILL ENABLE YOU TO:

Develop a straightforward and productive management style
Adapt your behaviour style to different situations
Effectively handle negativity and aggression in others
Improve the way you manage your workload
Foster a spirit of co-operation and honesty
Motivate your staff through positive feedback
Give and receive negative feedback constructively
Stand your ground when necessary without alienating others
Strengthen your influencing and coaching skills
Neutralise difficult people

WHO SHOULD ATTEND

This course is designed to help managers develop their personal effectiveness through building inner resources and authentic assertive communication skills. Managers will discover how to maximise the results of their colleagues and create a constructive working environment - even in difficult situations!

Booking Information

Dates	Prices	Book This Course	Discount
27 - 28 Oct 2010	£ 995		-

This course will be held on the above listed dates in central London. For more information about venue please click here.

Programme Details

"An excellent course with exceptional facilitation"

Pierre Antoine AllardBusiness Process ManagerDELL COMPUTER

ESTABLISHING THE FOUNDATIONS FOR CONSTRUCTIVE WORKING RELATIONSHIPS

how assertive behaviour is characterised: definitions and examples
why assertiveness is crucial for success
Group exercise: Analysing the sources of aggressive & submissive behaviour
how the assertive-aggressive-submissive circle works for you
Individual exercise: Examining your negative spirals
Pair exercise: Identifying the causes of aggressive and submissive behaviour how aggression and submission reduces your short term business efficiency and causes long term damage
Group exercise: Identifying causes and solutions in specific work-related situations

6 PRACTICAL STEPS TO ESCALATING YOUR ASSERTIVENESS LEVEL

Pair exercise: Analysing why your current behaviour fails to deliver the results you want

STRENGTHENING YOUR IMPACT

recognising the fallacy of "I am what I am"
recognising your influences
using the power of positive strokes
harnessing the self-perpetuating power of adaptive behaviour
generating more positive responses from your colleagues
Group exercise: Examples of negative and positive past changes
breaking out of your comfort zones to realise more of your potential
establishing milestones for longer term goals

IDENTIFYING AND INFLUENCING PATTERNS OF BEHAVIOUR

identifying effective assertive techniques in different situations
understanding the benefits and drawbacks of different push / pull styles
Questionnaire: Identifying your assertive influencing style
Exercise: Applying assertiveness techniques to your own work situations

HOW TO DEMONSTRATE ASSERTIVE 3V BEHAVIOUR

achieving visual, vocal and verbal assertiveness
becoming a "natural communicator"
active listening techniques
Questionnaire: Who do you not listen to and why?

IMPROVING THE PERFORMANCE OF YOUR STAFF

assertive qualities of the effective manager
Group exercise: What assertive skills do you apply in managing your staff?
where and why aggressive and submissive managers fail
applying "strokes" in managing people:
- - motivating your staff through positive strokes
- - understanding the powerful effect of negative strokes
- - why zero strokes gain zero respect
Exercise: 10 steps to effective coaching on a day-to-day basis
proactively planning, organising and reviewing
facilitating the ability of your staff to take ownership where appropriate
Questionnaire: Effective delegation and allocation of tasks
Roleplay: Handling sensitive issues and ongoing problems

GIVING AND RECEIVING FEEDBACK

10 steps for giving constructive feedback
your role as team leader in a flat hierarchy
Exercise: Responding effectively to constructive criticism

MANAGING YOUR PEERS AND YOUR SUPERIORS

presenting your case with maximum impact
staying assertive in the face of aggression
when you should say no and why

MANAGING THE BEHAVIOUR PATTERNS OF DIFFICULT PEOPLE

what makes a "difficult" person?
managing aggressive and submissive behaviour in subordinates, colleagues and clients
Group exercise: Handling difficult people
Exercise: Practising assertive behaviour upwards in specific work situations

Your Personal Action Plan

Course Leader

The course will be led by Mark Campbell. Mark has had a successful career in senior management as well as extensive experience in training senior managers. He has trained many thousands of managers in a wide range of leading organisations including the following companies: American Express, L'Oreal, Texas Instruments, Vodafone, Cadbury Schweppes, City of Westminster and ICI.