Managing Confrontation & Resistance

Duration: 1 day
Group size: 

Outline
This course aims to provide participants with a framework and approach to increase their effectiveness in managing conflict with staff and/or clients. It gives delegates the tools to minimise the impact of difficult situations, and to identify and resolve problems and difficulties.

Who should attend?
Anyone called upon to successfully develop relationships and maintain and improve performance, whether in the public or private sector.

How you will benefit?
You will understand how situations can develop and relationships deteriorate, and be equipped with a set of skills to promote positive relationships and prevent irrevocable breakdown.

What the programme covers

• Welcome and Introductions
• What causes conflict?
• Responding to conflict
• Identifying your options
• How to reduce tension
• Techniques to manage conflict
• Diffusing confrontation and aggression
• Verbal and non-verbal behavioural techniques
• Case studies
• Role rehearsals
• Review and action planning

The workshop will use client examples and situations wherever practicable.

Email to register your interest valerie@merrillconsultants.com