Handling Conflict
Handling Conflict at Work Training
A typical dealing with difficult situations/conflict/lone worker programme (full day)
The programme will be tailored to suit your specific needs
• What are our difficult situations?
• What are the basic reasons for anger?
• Different types of anger and the chemistry of anger
• What are those `core` communication skills? (active listening, questioning, voice tone and body language)
• Building rapport…establishing good relationships and trust
• Challenging inappropriate behaviour and language
• Handling difficult, awkward, angry situations/people
• Disarming anger techniques
• Personal safety issues
• What about those really difficult people?
• How do we handle extremes of emotion? Options.
• Distinguishing between passive, assertive and aggressive behaviour
• Action Planning
Handling Conflict at Work Training