HANDLING CONFLICT WITH CONFIDENCE

A 2 day interactive course designed by AtLast! Training for
Managers and staff who feel they may need help in dealing with conflict situations.

BENEFITS

As a result of this programme you will be able to:

• Understand what conflict is, how it arises and how people react to conflict
• Assess your own behaviour when handling different conflict situations
• Use assertive communication skills to handle conflict with confidence
• Develop strategies for handling conflict in a variety of situations

CONTENT

Conflict
What is it? The causes and effects. The benefits and costs of conflict.

Types of behaviour

Aggressive, Non Assertive and Assertive Behaviour

How to Handle Conflict with Confidence - 19 Steps

Using Question, Listening and Understanding

Body Language

Rights and Responsibilities
Being aware of other's rights, and our own

Looking for Win / Win

Using assertive communication technique
Saying No, Making requests