ABOUT THE WORKSHOP
During this 1-day workshop we will discover how dealing with difficult people is something that most of us will experience at one time or another in our lives. We may encounter people who are inconsiderate, stubborn, indecent, unhappy, angry, or passive-aggressive. These encounters may happen only once with an individual, or we may have ongoing issues with people who behave in these ways. How should we act when this occurs? And what should we do when these people are our employees?
If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can have more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth.
Topics covered in this one-day Conflict Resolution workshop include: how to recognize how their own attitudes and actions impact others, effective techniques for dealing with difficult people, strategies for dealing with anger, and how to cope with the difficult people and situations.
If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can have more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth.
Topics covered in this one-day Conflict Resolution workshop include: how to recognize how their own attitudes and actions impact others, effective techniques for dealing with difficult people, strategies for dealing with anger, and how to cope with the difficult people and situations.
Leadership and learning are indispensable to each other.
– John F. Kennedy
OUTLINE
Session One: Course Overview
Session Two: Conflict as Communication
Session Three: Benefits of Confrontation
Session Four: Preventing Problems
Session Five: Getting Focused
Session Six: Managing Anger
Session Seven: Dealing with Problems
Session Eight: The Three-Step Conflict Resolution Model
Session Nine: Practice Makes Pretty Good
Session Ten: Changing Yourself
Session Eleven: Why Don’t People Do What They Are Supposed To?
Session Twelve: De-Stress Options to Use When Things Get Ugly
Summary:
Session Two: Conflict as Communication
- Defining Conflict
- Self-Assessment
Session Three: Benefits of Confrontation
Session Four: Preventing Problems
Session Five: Getting Focused
- Getting to the Heart of the Matter
- The Three F’s
Session Six: Managing Anger
- Coping Strategies
- Guidelines for Assertive Anger
Session Seven: Dealing with Problems
- Dealing with Problems
- Causes of Difficult Behaviour
Session Eight: The Three-Step Conflict Resolution Model
- The Three-Step Model
- Getting the Hang of Things
Session Nine: Practice Makes Pretty Good
Session Ten: Changing Yourself
- Negative vs. Positive Interactions
- Dealing with Negative Feelings
Session Eleven: Why Don’t People Do What They Are Supposed To?
Session Twelve: De-Stress Options to Use When Things Get Ugly
Summary:
- Recommended Reading ListPost-Course Assessment
- Pre- and Post-Assessment Answer Keys
- Personal Action Plan
