Managing Conflict/Difficult Conversations
Difficult situations frequently arise during the day to day running of a business and this course will provide managers and supervisors with the necessary skills to handle these circumstances with confidence. It will explain how to de-escalate conflict and communicate calmly and effectively with both customers and staff, who may be upset or angry. The course will also cover the importance of listening in conflict situations and how to address abusive / aggressive behaviour.
Course Outline
Aims
This course will help you to:
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Gain confidence dealing with awkward situations
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Manage conflict effectively
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Achieve the most positive outcome in a difficult circumstance
Objectives
How the aims will be achieved:
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Discuss old and new views of conflict
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Identify most appropriate approach to negotiation
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Learn how to deal with conflict situations
Who will benefit from the training?
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Managers and supervisors who manage both staff and customers
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Members of the team who are in a position where conflict and difficult conversations may arise
Why is the training important?
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Managing successful relationships will improve performance
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The result should be a happier, more engaged team and a pleasant work environment
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This is a valuable life skill