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How to Handle Conflict, Disputes and Disagreement
This practical workshop uses evidence based techniques to give
delegates an opportunity to develop and practice strategies
for working with difficult or threatening behaviour. This is
the premier ‘soft skills’ course for people working
on the front line. It covers the essential skills for defusing
and de-escalating conflict, and provides the basis for building
a constructive working relationship even under the most trying
circumstances.
Objectives
- Understand how and why conflict occurs
- Recognise how our own responses may contribute
in disputes
- Develop a range of responses for use
with conflict
- Devise a plan for dealing with conflict
and verbal aggression
- Practice the new skills for defusing
anger
- Refresh and enhance existing interpersonal
skills
- Reflect on our own need for stress management
skills
- Participate in group discussions and
exercises
Course contents
Difficult and aggressive behaviour: definitions
The importance of self-monitoring and managing our own emotions
Identifying ‘action points’ in any conflict
Phases of the incident
Non-verbal communication
Non-defensive listening
The ‘building blocks’ of conflict management
Developing a range of responses
Keeping cool at all costs; what to do if we can’t
Techniques for managing aggressive behaviour
De-escalation, defusing and calming techniques
Setting boundaries and goals
Responding when the situation is ‘out of control’
Solution Focused negotiation and mediation
What people say
“... extremely applicable... I found myself saying
Ah, yes!” Social Worker
“Excellent, appropriate training, well presented
with a group willing to participate.” Manager
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