Assertiveness & Conflict Management

Overview

Being able to deal with difficult conversations, difficult people and manage conflict are key skill requirements for most organisations, yet most people don’t have these key communication skills and handle these situations poorly.

This live and online three-hour session will equip delegates with the skills and knowledge to better handle difficult people and difficult conversations. In addition delegates will learn a number of new skills and tools to help them manage conflict and remain assertive.

This course will enable you to

Understand:

• Communication fundamentals
• Communication styles and barriers
• Working with conflict
• Bell and Hearts 8 causes of conflict
• Conflict model (demand, avoid, concede, compromise, or co-operate).
• Being assertive (3 step model)

By the end of the course delegates will be able to demonstrate the skills and techniques to effectively deal with difficult conversations, difficult people and manage conflict. In addition, they will also be able to assess personal styles and needs at work and identify their influence on difficult people and difficult situations.

Delegates will also be able to Identify how to work an attitude of co-operation to maximise success in conflict situations. Delegates will also be able to Compare passive, assertive, and aggressive behaviour and demonstrate use of a 3-step assertiveness process.

Who is the Course aimed at

Any employee who wants to improve their conflict handling skills and become more assertive. This is an introductory level course suitable for staff with no previous training in this area.