 Resolving conflict: Handling difficult people
Aim: To use constructive dialogue to manage challenging people
This results in:
- Leading challenging discussions successfully
- Addressing “hot” issues constructively
- Making redirecting feedback acceptable
- Increased self awareness
- Flexibility in dealing with different characters
How?
- Pre-course questionnaire
- Working with participants’ real life challenges
- NLP (Neuro- Linguistic- Programming) techniques
- DISC personality profile analysis, quick check of other people
- Mini lectures
- Role-plays + video feedback
- Group discussions, personal action plan
The course focuses on:
- Analysis of real life challenges
- Psychology of communication: perception, active listening, empathising & questioning
- Influencing others positively: Building rapport, reframing, future pacing
- Awareness of own biases: DISC profile analysis
- Potential clashes with other personalities in real life business situations
- Dealing with people with a different style to your own – building your flexibility
- Working with participants’ real life situations: DISC analysis, conflict potential
- Preparing behavioural feedback and developing a positive mindset
- Using a target-oriented discussion format
- Building rapport, pacing different behaviours
- Taking the lead at the right moment
- Increasing personal assertiveness
- Agreeing on next steps and using future pacing for implementation
- Practising challenging discussions, feedback and the way forward
Length of course: 2 days
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