We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and have an interaction with somebody.
Success comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this one-day workshop, you will teach participants how to turn difficult situations into opportunities for growth.
This one-day workshop teaches participants to:
Recognize how their own attitudes and actions impact others.
Use new and effective techniques for dealing with difficult people.
Use techniques for managing and dealing with anger.
Develop coping strategies for dealing with difficult people and difficult situations.
Lesson 1: Course Overview
- Setting the Stage
- Pre Assignment
- Learning Objectives
Lesson 2: Defining Conflict
- What is Conflict
- Positives and Negatives
Lesson 3: Types of Conflict
Lesson 4: Open Conflict vs. Hidden Conflict
- Behind the Mask
Lesson 5: Case Study
- Case Study: Behaviors
- Case Study
Lesson 6: Stages of Conflict
- The Five Stages of Conflict
- Another Version of the Conflict Process
- Conflict Outcomes
- Strategies for Dealing with Conflict
Lesson 7: Creating the Win/Win
- Max and Robin
Lesson 8: Conflict Resolution Style Questionnaire
- The Questionnaire
- The Conflict Grid
- Pros and Cons
Lesson 9: The Role of Communication in Conflict Resolution
- The Communication Chain
- Other Barriers
- Establishing Positive Intent
Lesson 10: Active Listening Skills
Lesson 11: Powerful Questions
- Asking Questions
- Probing Techniques
Lesson 12: Assignment-Complete the Survey
Lesson 13: The Conflict/Opportunity Test
- The Conflict/Opportunity Test
- Skills Test
Lesson 14: Conflict and Its Resolution
- Visualizing Conflict
- A Strategy for Conflict Resolution
Lesson 15: Helping Others through Conflict
- Preparing for Conflict
- Conflict Resolution with Facilitation
- Role Play
- Setting Norms
- Coaching Through Conflict
- Managing Your Emotions
Lesson 16: Why Don't People Do What They Are Supposed To?
Lesson 17: De-stress Options to Use When Things Get Ugly
Lesson 18: Recommended Reading List
Lesson 19: Personal Action Plan
Need to request this course on a Different Day?
LANTEC is very responsive to local client needs and unique or custom class demands. If you require a delivery date option for a class title on our schedule, please submit your specific request for immediate consideration. We can often accommodate countless additional courses NOT available on our public schedules, please inquire for personal assistance.