Conflict Management – Dealing with Difficult People and Behaviours at Workplace – 1 Day – face to face

Course description

The aim of this course is to teach to learners the principles and practices in dealing with difficult situations and people behaviours. The delivery model for this training, is a blended learning approach involving, the theories behind conflict management and the use of effective communication skills. Learners will be invited to share their experiences through  group discussions and flip chart appreciations, of the appropriate methods of dealing with challenging situations. Additional training methods used on the course includes:

• Scenario based exercises ‘Special Event’
• Role plays & personal safety considerations

Course learning outcomes

• Understanding the theories and concepts of conflict management/resolution
• Introduction to conflict management and understanding people behaviours
• Explain and demonstrate effective communication skills
• Understanding the planning considerations in dealing with difficult situations
• Understanding and demonstrating appropriate techniques in dealing with difficult people
• Understanding the personal safety consideration when dealing with difficult people.