Tel: 0844 394 8877
Dealing with conflict and ‘difficult conversations’ is a fact of life for senior executives, managers and team leaders yet many people find that they feel anxious or uncomfortable when they are confronted by hostility, aggression or challenging behaviour. So learning to understand what causes conflict at work and how it can be managed and defused in a professional and self-confident manner is a core management competency. This half-day programme looks at the key aspects of confronting and defusing these situations with elegance and poise.
By attending this highly intensive half-day course you will:
This is a fast paced, intensive and interactive half-day workshop that is ideal for any person who has to manage conflict either within their team or directly between themselves and another person.
In advance of the workshop participants will be asked to complete an on-line version of the Thomas-Kilmann Conflict Mode Instrument. The TKI gives each person a report on how they habitually use the five conflict styles to deal with difficult situations. Each style or mode is appropriate in different situations; each is effective at different times, thus learning which mode is their primary mode is extremely useful to people who have to take part in managing conflict or holding difficult conversations.
Here we consider the role perception and beliefs of people who are excellent at handling difficult conversations.
Reviewing the score from the online tests and understanding how each of the five conflict strategies can be used to good effect depending on the circumstances that relate to a specific ‘difficult conversation’.
Developing the capacity to mentally ‘step back’ and to observe the difficult behaviour without being emotionally effected by it.
Learning ways of interacting with difficult people that challenge their behaviour in a constructive way.
Learning a set sequence for understanding what is going on in a difficult situation and planning the sequence in which the assertive tools should be deployed to manage the ensuing conversation. And using case studies to apply the ladder scripts to role-play situations and real life scenarios.
Feedback is based upon peer review using Boulden assessment checklists. Completing the assessment checklists is not only valuable to the people involved in a given role play or case study, it also helps those completing them to gain an in-depth understanding of the strategies involved in effective conflict management.
Further information on this course is available by contacting
Boulden Management Consultants:
via our Contact form
Tel: 0844 394 8877