Conflict Resolution – Dealing with Difficult People

Course Length: 6hrs (1 day)

We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and have an interaction with somebody.

Success comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this one-day workshop, you will learn how to turn difficult situations into opportunities for growth.

Course Objectives
During this workshop, you will learn how to:
- Understand what conflict is and how it can escalate.
- Learn the different types of conflict and their attributes.
- Recognize how your own attitudes and actions impact others.
- Find new and effective techniques for dealing with difficult people.
- Develop coping strategies for dealing with difficult people and difficult situations.
- Learn some techniques for managing and dealing with anger.

Target Student
Everybody in the workplace who interacts in any way with others will have to deal with conflicts at some time. All employees and leaders have to cope with this challenge, and all will benefit from learning and applying the strategies in this course. Resolving conflicts and working with difficult people are a key factor in making a success of your career. Managers and administrators especially will often have to spend a significant amount of time handling conflicts in the workplace. Those in a leadership role will find this course particularly beneficial as they will learn how to help themselves and others turn difficult situations into opportunities for growth.

Course Outline
Participants will spend the beginning of the day getting to know other participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Conflict as Communication
This lecture will help participants define conflict. Participants will also explore how conflict is a very normal part of healthy relationships. To wrap up the session, they will complete a self-assessment to help them analyze how they currently handle conflict and how they might be able to improve.

Types of Conflict
This session will discuss the three main types of conflict: inner, interpersonal, and group.

Open Conflict vs. Hidden Conflict
Next, participants will explore open conflict and hidden conflict. To wrap up the session, they will complete a self-assessment to help them analyze how they currently handle conflict and how they might be able to improve.

Creating the Win/Win
A quiz to determine individual preferences regarding dealing with difficult people will be given. Then this session will give participants a chance to discuss various conflict outcomes and the results of each.

Benefits of Confrontation

This session will give participants a framework for deciding whether or not to become involved in a situation. Participants will also identify some benefits that may arise if they do decide to get involved.

Conflict Resolution Style Questionnaire
Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then they will work in small groups to further examine their style as well as the pros and cons of the other styles.

The Role of Communication in Conflict Resolution
Participants will look at the communication chain as well as barriers that can impede communication. They will also learn about barriers to good communication as well as the concept of positive intent.

Preventing Problems
There are several key ways that we can prevent problems from occurring. These methods will be examined in a lecture and in small group work.

Getting Focused
If, as leaders, we are content to only deal with the surface issues and we are afraid to dig and get at the deeper issues, we will not create a better workplace. This session will give participants some ways to get to the heart of a problem.

Managing Anger
Too many people are angry! This session will give participants some guidelines for managing their anger, dealing with angry people, and using assertive anger.

Causes of Difficult Behaviour
Participants will discuss in depth the varied causes of difficult behaviour and the weapons often used against us. A discussion regarding what to do vs. what not to do with these situations is done in groups.

Questioning Techniques

A discussion is held regarding how to use various question types to get at the root of the problem and bring resolution.

Active Listening Skills
Next, participants will learn the basics of active listening, and tips to become a better listener will be discussed.

The Three-Step Conflict Resolution Model
During this session, we will look at a three-step process that can help participants resolve conflict. Participants will also have an opportunity to apply the model to a difficult situation.

Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.

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What You Get:

Training includes 1 course manual and a Certificate of completion