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Managing Conflict & Difficult People

(4 Days)

LOCATIONS DAYS DATES FEE REGISTER
Kuala Lumpur, Malaysia 4 March 16 - 19, 2020 £1700.00 Register
Doha, Qatar 4 May 11 - 15, 2020 £1700.00 Register
Kuala Lumpur, Malaysia 4 September 14 - 17, 2020 £1700.00 Register
Doha, Qatar 4 September 21 - 24, 2020 £1700.00 Register

Fee excluding accommodation and meals

OBJECTIVES:

By the end of the workshop delegates will:
  • Identify the key components present in all angry confrontation
  • Recognise different stages of conflict escalation
  • Recognise the signs of conflict and aggression
  • Maintain composure when responding to conflict and aggression
  • Use skills to manage their words, phrases and body language
  • Demonstrate skills to stay calm and manage angry customer behaviour

PROGRAMME DETAILS

Day 1
  • Background to conflict:
  • Triggers to aggressive behaviour
  • Understanding customers’ needs when they are angry
  • Stages of conflict escalation
  • How our safety can be compromised
  • Recognising rising anger:
  • Reading signs and symptoms of aggression
  • Managing conflict 'flashpoints'
  • Responding to conflict:
  • Understanding our natural response to conflict
  • Understanding the impact of ‘red rag’ words and phrases
  • Managing our body language during conflict
  • Staying calm and managing our own responses
Day 2
  • Managing conflict:
  • Structuring and controlling the conversation
  • Listening and calming the situation
  • Acknowledging difficulties and customer emotions
  • Managing unpredictability (drugs, alcohol, mental illness, etc.)
  • Saying ‘No’ effectively
  • Handling abusive behaviour
  • Solving the problem
  • Problem Solving
  • Problem analysis
  • Taking responsibility
  • Using participative problem solving
Day 3
  • Leadership Styles / Team Work
  • Range of leadership styles
  • Identifying your own preferred style
  • What happen to leaderless groups
  • Aligning leadership style to organisational climate
  • Team building (Belbins)
  • Exercises
Day 4
  • Negotiating Skills
  • The value of negotiating
  • How negotiation differs from selling
  • Your bottom line and optimum aim
  • Case studies
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2020 Training Catalogue

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