Preventing and Resolving Personal Conflict

Managing conflict, of one type or another, affects many people in business.

Prevention, whilst being better than the cure, is not always possible.

An important aspect of this programme is setting it in the context of the participant’s working environment

Specific Content

• Emotional Intelligence – why disruptive behaviour occurs
• How to calm excited people
• The impact of body language
• The use of the vocabulary to reduce stress and aggression
• Case studies
• The dos and don’ts when dealing with aggression
• Techniques to prevent conflict
• Group discussion and skills practice

Objectives

The benefits of this programme are as follows:

• Develop an appropriate response to unreasonable or aggressive behaviour
• Explore a range of skills and techniques to deal effectively with difficult situations
• Understand the triggers and indicators of stress and aggression
• Know when to walk away from a situation
• Profile and measure personal skills and development needs when dealing with people in challenging circumstances
• Discuss personal experience and share best practice