Conflict Management

£1,800.00

£1,800.00

Description

OBJECTIVES:

By the end of the workshop delegates will:

  • Identify the key components present in all angry confrontation
  • Recognise different stages of conflict escalation
  • Recognise the signs of conflict and aggression
  • Maintain composure when responding to conflict and aggression
  • Use skills to manage their words, phrases and body language
  • Demonstrate skills to stay calm and manage angry customer behaviour

PROGRAMME DETAILS

Day 1

  • Background to conflict:
  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • Stages of conflict escalation
  • How our safety can be compromised
  • Recognising rising anger:
  • Reading signs and symptoms of aggression
  • Managing conflict ‘flashpoints’
  • Responding to conflict:
  • Understanding our natural response to conflict
  • Understanding the impact of ‘red rag’ words and phrases
  • Managing our body language during conflict
  • Staying calm and managing our own responses

Day 2

  • Managing conflict:
  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying ‘No’ effectively
  • Handling abusive behaviour
  • Solving the problem
  • Problem Solving
  • Problem analysis
  • Taking responsibility
  • Using participative problem solving

Day 3

  • Leadership Styles / Team Work
  • Range of leadership styles
  • Identifying your own preferred style
  • What happen to leaderless groups
  • Aligning leadership style to organisational climate
  • Team building (Belbins)
  • Exercises

Day 4

  • Negotiating Skills
  • The value of negotiating
  • How negotiation differs from selling
  • Your bottom line and optimum aim
  • Case studies

Additional information

Location

Doha, Qatar

Dates

TBC