Overview

Difficult people and situations can be managed. When not managed effectively, the work environment becomes increasingly vulnerable to negative attitudes, culminating in damaging and costly outcomes. This course combines theory and practice allowing delegates to understand what approach to take in handling conflict.

It explores how to deal with others effectively, adopt a more assertive attitude and produce more effective relationships. Delegates will take part in a series of role-plays in a safe environment allowing them to take these skills back to the workplace with the confidence to approach conflict with a positive and self-assured attitude.

Target Audience

This module is relevant for managers, supervisors who need to learn and practice positive assertiveness techniques, which need to be used to reduce conflict within their workplace.

Learning Outcomes

Understand why and how conflict arises and to identify silent conflict

Recognise the non-verbal and verbal attributes of assertiveness and the benefits of its application in the workplace

Develop a management style, which is productive, positive and direct rather than aggressive or submissive

Be assertive and confident in situations, which involve teams, conflict and confrontation

Recognise the rights and values of others and communicate your views and ideas in a direct manner

Give and receive feedback in a constructive and positive manner