Edwards Deming, the father of quality management, has said that people can face almost any problem except the problem of people. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life.
How you will benefit:
- Recognize how your own attitudes and actions impact on others
- Find new and effective techniques for managing negative emotions
- Develop coping strategies for dealing with difficult people and difficult situations
- Identify those times when you have the right to walk away from a difficult situation
Program Outline: (Based on a one-day workshop; may be customized to half-day)
- Defining Conflict
- What is Conflict?
- Positives and Negatives
- Type of Conflict
- Spontaneous and Reflective Action
- The Five Stages of Conflict
- Strategies for Dealing with Conflict
- The Role of Communication in Conflict Resolution
- Seven Steps to Ironing Things Out
- The Conflict Opportunity Test
- Facilitating Conflict
- Setting Norms
- Making Interventions
