Managing Challenging Situations and Conflict

/Managing Challenging Situations and Conflict
Managing Challenging Situations and Conflict2020-01-29T12:00:29+00:00

Managing Challenging Situations and Conflict

This engaging and motivating workshop aims to assist you to manage conflict in the workplace and control emotions when dealing with confrontational situations.

The workshop will be interactive and participative with practical work focused on issues faced when dealing with customers by phone, email and face to face.  A ‘behavioural style’ questionnaire will assess individual responses to conflict.


By the end of the session, participants will be able to:

* Identify conflict and its positives and negatives
* Outline the causes of conflict
* Explain which behaviours to use to manage conflict
* Respond not react
* Deal with situations factually and calmly
* Control Conversations face to face and by phone
* Recognise the signs of building aggression
* Use diffusion techniques
* Stay safe at all times
* Give bad news sensitively
* Know when you end a conversation

Course Outline

  • Welcome/Introduction
  • What is conflict/ challenging situations
  • Why people get angry
  • Practical work
  • Interactions by phone and face to face
  • Giving bad news
  • Conflict behaviours
  • Practical work
  • Managing aggression and conflict
  • Getting to a win/win outcome
  • Practical work
  • Review and close