This course enables delegates to understand the processes which will make them more effective and increase their confidence and sense of understanding of difficult behaviour within people and to resolve difficult situation using conflict management techniques. This course will benefit delegates to understand:

Aggressive and angry customers
Hostile negotiators
Conflict with colleagues and other departments
Aggressive and hostile behaviour from senior colleagues and management
Defensive and angry reactions from team members when reviewing performance
Continual negativity from colleagues and project team

Course Outline

Develop specific strategies for conflict resolution.
Recognise classic profiles of difficult people and stategies for handling them.
Pre-empt challenging situations and avoid escalating them further.
Develop communication skills designed to improve your delivery of bad or unpleasant news.
Recognise personality types with which you may clash.
Develop assertive skills and behaviours.
Handle aggressive behaviour.
Deliver negative feedback to a colleague or subordinate .
Give positive feedback.
Calm angry, upset and unresponsive individuals.