how to handle conflict, disputes and disagreement

This practical workshop uses evidence-based techniques to give delegates an opportunity to develop and practice strategies for working with difficult or threatening behaviour. This is the premier 'soft skills' course for people working on the front line. It covers the essential skills for defusing and de-escalating conflict, and provides the basis for building a constructive working relationship even under the most trying circumstances.

Objectives

.         Understand how and why conflict occurs

.         Recognise how our own responses may contribute in disputes

.         Develop a range of responses for use with conflict

.         Devise a plan for dealing with conflict and verbal aggression

.         Practice the new skills for defusing anger

.         Refresh and enhance existing interpersonal skills

.         Reflect on our own need for stress management skills

.         Participate in group discussions and exercises

Course Content

Difficult and aggressive behaviour: definitions
The importance of self-monitoring and managing our own emotions
Identifying 'action points' in any conflict
Phases of the incident
Non-verbal communication
Non-defensive listening
The 'building blocks' of conflict management
Developing a range of responses
Keeping cool at all costs; what to do if we can't
Techniques for managing aggressive behaviour
De-escalation, defusing and calming techniques
Setting boundaries and goals
Responding when the situation is 'out of control'
Solution Focused negotiation and mediation