CONFLICT RESOLUTION
Course description :
CONFLICT RESOLUTION - Dealing with Difficult People
Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life.
How You will Benefit
Recognize how your own attitudes and actions impact on others
Find new and effective techniques for managing negative emotions
Develop coping strategies for dealing with difficult people and difficult situations
Identify those times when you have the right to walk away from a difficult situation
Learn some techniques for managing and dealing with anger.
What You Will Cover:
Interactions with others
Reciprocal relationships
Anthony Robbins’ Agreement Frame
Dealing with change
The five-step process
Managing your anger
Managing other people’s anger
Why don’t people do what they are supposed to?
Causes of difficult behaviour
De-stress options
