Managing Conflict Situations
Managing Conflict to build better working relationships was the most important issue for 43% of CEOs recently surveyed by Stanford Graduate School of Business.
As a result of attending this Development Module your managers will have:
- identified the difference between being assertive and aggressive
- understood the impact of non-verbal communication
- practised techniques to become more calm
- identified their Conflict Management Style
- practised ways to diffuse conflict
- identified development areas
- practised ways to handle objections and conflict, including Active Listening and Open Questioning
- Developed a SMART Action Plan for future development
During this Development Module your managers will practise controlling their breathing to remain calm and deal with unhelpful body language. They will identify and understand passive-aggressive behavior and how to deal with it. Your managers will learn how to stay objective and not get personal, by using neutral words.
They will understand the importance of clarifying the main issues causing disagreement because often this can become lost or muddled in a heated debate. Your managers will also practise establishing facts around the issue and understanding the values and feelings of the other person which may be driving the argument. They will practise discussing options and generating alternative solutions, as well as how to handle objections.