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

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