This programme will give delegates:

• A strategic framework to handle conflict effectively
• A blueprint to handle difficult situations
• A behavioral map to navigate your way through all conflict
• The tools and techniques to create effective change 

By the end of this course, delegates will learn about:

• Recognize differing conflict behaviors and learn to adapt to them in order to build lasting collaboration
• Build effective communication skills for increased collaboration, productivity and reduced conflict
• Give and receive feedback on performance openly
• Deal with negativity and cynicism effectively
• Know the most difficult types and how to deal with them
• Manage relationships with others effectively
• Understand the key drivers for lasting change
• Understand the need to take responsibility for leading change

• Individuals who have some experience at the supervisor/manager level and are ready to take more management responsibilities
• Individuals who are being groomed to make the transition from supervision to management
• Individuals who need a deeper understanding of what drives individual behavior
• Individuals who need to hone their communication and coaching skills to produce results
• People who need to hone their ability to delegate and coach
• Leaders who are looking to improve their managerial competencies
• Those who have been appointed to lead a change initiative

DAY 1 -

Conflict Management Overview

• What do we mean by the term: Conflict Management”?
• Our reaction to conflict
• Communication Exercise
• DVD: Conflict Management
• How to avoid misunderstanding
• The Steps to Effective Conflict Management

DAY 2 -

Conflict Resolution

• Perception Exercise
• Conflict Resolution Instrument
• Types of communication
• Building collaboration quickly and easily
• Conflict Resolution Exercise
• DVD: Dealing with Difficult People
• The results of every communication
• Collaboration Exercise

 DAY 3 -

The Skills of Conflict Management

• The behaviors that get results
• The Assertiveness Framework
• Assertiveness Exercise
• Questioning Skills
• Listening for results
• Beyond Listening

DAY 4 -

High Level Conflict Resolution

• Emotional Intelligence Questionnaire
• Your E.I. Strengths
• Truth Exercise
• Dealing with Liars
• Facilitating a Dispute
• The Saboteur
• The Secret to Dealing with People
• Negotiation Exercise

DAY 5 -

Change Management

• Change Exercise
• Personal Growth and Change Strategies
• The Change Curve
• DVD: The Stages of Change
• The Steps to Effective Change
• The Burning Platform
• Making Change Stick
• Change Exercise

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