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Effective Communication
Skills for Managing Conflict
and Confrontation
Control,
confidence, & composure in even the most highly charged
situations
 Can your organization afford to
ignore uncontrolled conflict and confrontation? Today's workers are faced
with greater, and potentially riskier, challenges than ever before. Opposing
points of views, coupled with high levels of stress, can lead to anger,
conflict and confrontation between people, both at work and home. The
heavy cost inflicted on organizations due to low morale, absenteeism,
lack of cooperation and poor productivity can be devastating.
Stopping conflict before it starts is critical to success and the first
step is helping people understand what triggers their anger. This one-day
seminar helps individuals assess their own personal attitudes and to better
understand the negative impact of self-destructive behaviors.
Your employees will learn how to build successful relationships, resulting
in increased trust, harmony and teamwork. They'll gain strategies for
remaining calm, clear-headed, and positive even in the face of the most
difficult circumstances or challenges. And they will learn proven methods
to communicate through and resolve conflicts with no "losers."
Who will benefit the most:
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Managers |
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Support Staff
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Project managers
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Customer service
representatives |
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Supervisors
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Office Managers |
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Salespeople
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Administrators
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Team leaders
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How we present this material:
Your seminar leader will tailor the content of this one-day training
program to address your organization's specific needs. Discussions, group
exercises and hands-on practice will drive home key conflict management
skills.
Plus, participants will get their questions answered on the spot, receive
"real time" coaching, and benefit from the synergy of learning with their
co-workers.
Key learning points:
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How your individual
personality drives your emotional responses. |
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18 physical
symptoms of anger and approaches that let you express your anger
constructively |
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Strategies
for building trust, respect and mutual understanding |
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How to face
tough personalities with confidence and composure |
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3 situations
where you should avoid a confrontation at all costs |
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Facing the
"out of control" person: 3 immediate steps you should take to help
them gain control |
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How to tell
the difference between a "put down" and constructive criticism |
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3 vital ingredients
for rewarding, successful relationships |
As a
result of this training:
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Managers and
supervisors will better predict a problem situation before it reaches
the crisis stage-and avert it entirely |
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Employees will
utilize escape routes from the traps of infighting and back-stabbing
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Enhanced business
relationships with demanding clientele will result in increased
customer satisfaction and retention. |
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Communication
and productivity will dramatically improve and turnover will decrease
because team members will get their point across without losing
their cool-and people will really listen to what they're trying
to say. |
Program Overview
Assessing Your Attitudes
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Self-destructive
behaviors: find out how you can be your own "worst enemy." |
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Stress and
anger: Identify and eliminate your own deadly "triggers." |
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How your individual
personality drives our emotional responses. |
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Step
by step on how to "choose" the most positive, productive emotions.
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Managing Anger & Emotions
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18 physical
symptoms of anger. |
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How to admit
your anger, without losing your composure. |
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Easy method
for quick relief of the tension and anxiety of conflict. |
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Techniques
for converting anger and negative emotion in to motivation, direction,
and wisdom. |
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3 perceptions
that precipitate anger-and how you can actually control your anger
by changing your perception of people and situations. |
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"Desensitization"
strategies: The key to controlling your emotions, instead of them
controlling you. |
Responding to Negativity in
Others
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The very first
thing you should do when someone "blows their top." |
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Managing the
"antagonist"-how to make sure others don't "pick a fight" with you
and succeed. |
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Sinister sarcasm:
how to deal with someone who veils insults with flattery. |
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How to respond
to "put-downs"-you'll keep your self-esteem intact without making
the situation worse. |
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Facing the
"out of control" person: 3 immediate steps you should take to help
them gain control. |
Conflict Management Strategies
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Exposing the
root of a conflict: 5 conflict "categories" that help you understand
what's really bugging you or others. |
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3 situations
where you should avoid a confrontation at all costs. |
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Discover a
"conflict framework" that will guide you, step by step, to a positive
confrontational encounter. |
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The "Escalation
Scale"-how to prevent disagreements from escalating into arguments.
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When a situation
is "too hot to handle" how to make a quick exit until you can get
your emotions under control. |
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2 actions
to help you "turn off the tears" (and what to do if you absolutely
can't!) |
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2 subtle signals
that "unspoken" issues are the real cause of a conflict. |
Communicating Through Conflict
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Everybody wins!
A proven strategy to resolve a conflict with no "losers." |
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Trust: how
to establish it, even when everyone's suspicious. |
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Get your point
across calmly and rationally: 5 easy tools to "cut through" anxiety
and tension. |
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Stand your
ground, or walk away? How to see the right course of action through
the cloud of emotion. |
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How to "follow
up" a confrontation situation using a strategy that virtually guarantees
no lingering resentments. |
 Back
to the "Corporate Seminars" Index
Contact
us and bring this Seminar to your organization
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