| Date | 28 - 29 August 2019 |
| Time | 09.00 - 17.00 |
| Venue | Jakarta |
| Price | IDR3,000,000 |
About this course
This vital workshop helps you deal with challenging colleagues and customers in an assertive, constructive manner. It provides a set of tools and techniques to help you feel more confident in managing difficult situations at work. Activities include questionnaires, role-play and case studies as well as discussing how to handle real-life situations you are facing.
Who should attend?
Executives and managers who deal with many colleagues and clients
Course Benefits
- Feel more confident about tackling difficult people in your work life
- Better understand the root causes of difficulties
- Know how best to react in a range of difficult situations
Learning Objectives
- Reflect on why people behave the way they do in difficult situations
- Learn how to adapt the way you react in different contexts
- Discover strategies to build better relationships with difficult people
Course Outline
Understanding the Nature of Conflict
- Identifying your difficult situations and people
- Defining conflict
- Understanding different types of conflict
- Types of conflict and you
- Focus on behaviour
Understanding Yourself and Others
- Quiz - physical reactions in difficult situations
- Hot buttons
- Communications preferences
- Accepting diversity
Managing Yourself and Others
- Dealing with stress
- Strategies to help others calm down
- The decision making tree
- Reacting to criticism
Communication Skills
- Listening
- Using questions with difficult people
- Showing empathy
- Adapting your communication style
- Adapting your language
- Role play
Conflict Management
- Conflict management techniques
- Your conflict, your choice
- Collaborate
- Over to you