An Intensive 5-day Training Course
Managing Conflicts & Difficult Situations
The Complete Guide in Handling People’s Behaviour Effectively
Course Introduction
The management of conflicts and difficulties is one of the most misunderstood, time-consuming and poorly handled of leadership responsibilities. Most leaders, managers and supervisors regard ‘conflict’ as something negative. However, if it is used and managed well and occurs in high-trust cultures, conflict can be a powerful source of sustainable competitive advantage.
This Conflict Management training course entitled Managing Conflicts & Difficult Situations has been specifically designed to help leaders and managers to control and reduce negative conflict, build high-trust organizational cultures and deal proactively with difficult situations using highly effective techniques. The training course incorporates the latest research regarding Emotional Intelligence (EI), neuro-science, psychology, personality research and cutting-edge communication and influencing techniques.
This Oxford Management Centre training course will highlight:
- Your natural personality preferences for thinking, feeling, speaking and behaving that may trigger conflict – or help to manage it
- The default conflict-management strategies people use – both helpful and unhelpful
- The nature, types and causes of conflict and difficulty – inter-personal and strategic
- Highly effective strategic and verbal techniques to address conflict and difficulties at both the individual and organizational level
- How to structure your meetings, presentations and communications to reduce negative conflict and encourage healthy debate
Objectives
This Managing Conflicts & Difficult Situations training course is designed to help you to:
- Identify the common types and sources of conflict in your workplace
- Appreciate your own and other’s personality profiles and preferred conflict approaches
- Understand the predictable emotional triggers and responses to conflict
- Differentiate between assertive, passive and aggressive behaviours
- Deal with difficult people and situations using a large range of powerful techniques
Training Methodology
This highly interactive and engaging Managing Conflicts & Difficult Situations training course will use a range of approaches to learning, including experiential group activities, individual exercises, mini-case studies, role plays, targeted videos and relevant discussions. A key part of the learning process is the sharing of different experiences as well as experimenting with novel – and sometimes challenging – practical techniques. A Personality / Social Styles profile will be used to give you an insight into how your own, and others, personality can contribute to creating or resolving conflicts. In addition, a Thomas Kilmann Conflict Mode type profile will reveal your own default conflict-management strategy and how you can utilize this self-knowledge to your advantage.
Organisational Impact
By attending this Managing Conflicts & Difficult Situations training course and applying the insights, your organization will benefit from:
- Having a high-trust culture of openness, integrity and certainty
- Stronger working relationships, greater collaboration and discretionary effort
- Enhanced ability of employees to resolve their own problems and difficulties so avoiding extended disruptions
- Reduced workplace stress and tension that results in improved morale
- Constructive resolution of conflicts and challenges
- Higher levels of organizational productivity
Personal Impact
An AMA survey by Thomas & Schmidt found that managers spend between 18–26% of their time dealing with conflicts; that can amount to 10 hours of your valuable time per week! As a leader, manager or supervisor, this training course will help you to:
- Recognize the warning signs of conflict early on
- Address the issues quickly and effectively
- Increase the overall productivity of your team or department
- Focus on more important strategic and operational matters
- Master a skill set that’s essential in more senior roles
- Gain credibility in the eyes of senior management
Who Should Attend?
This Oxford Management Centre training course is suitable to a wide range of Ambitious Professionals, but will greatly benefit:
- Managers and Team Leaders
- Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
- Junior / Middle Managers new to their role, or with experience but little previous training
Course Outline
Day One
Understanding Conflict and Difficult Situations
- Defining the Nature, Types and Causes of Conflict
- Conflict vs. Competition: When one overtakes the other
- Benefits and Drawbacks of Conflict in the Workplace
- The Power of Emotional Intelligence in Conflict Situations
- Conflict-management Default Mode
- Utilising the Circles of Concern and Influence
- Key Motivations or Drivers of Individuals and Groups
Day Two
Advanced Interpersonal Skills For Conflict Management
- The Art to Successful Communication
- Building Rapport and the Circle of Trust Technique
- Personality Preference Assessment: Communicating with Different Personalities
- Mastering Active Listening Skills to Validate others’ Needs
- Using Powerful Questions to Gain the Right Information
- Transactional Analysis: The Power of Questions in Counselling
- Perfecting the Art of Non-verbal Language Signals
- Framing and Re-framing Issues to Facilitate Positive Outcomes
Day Three
Mastering The Art of Persuasion, Influence and Negotiation
- Psychological Insights into People’s Behaviour and Attitude
- Filters and How our Perceptions can Influence our View of Others
- Determining Personal Agendas and Intentions
- Being Assertive: Techniques and Skills
- Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits
- Persuasion Techniques Incorporating Cialdini’s 6 Steps
- Achieving Synergy through the 4 Steps of Persuasion
- The Key Strategy Factors to Master the Art of Influence
Day Four
Processes and Strategies to Handle Challenging or Difficult Conversations
- Main Types of Difficult / Challenging Conversations in the Workplace
- The Art of Influencing with Integrity and Personal Power
- Utilising Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
- Structuring 'Crucial Conversations' to Produce Optimal Results
- Using Coaching Techniques in Conflict: Problem and Need
- Recognising and Handling Ineffective Conflict Responses
- Dealing with Strong Emotions such as Anger and Frustration
- Defection Technique Strategies
Day Five
Managing Organizational Conflict and Culture
- Understanding the Key Elements of Your Organisation’s Culture
- High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
- Establishing Appropriate Organisational Values and Behaviours
- Utilising Alternative Dispute Resolution (ADR) Strategies
- Conflict Management: Synergistic Advantage for Your Organisation
- Making Your Organization a Desirable Place to Work
- Summary and Next Steps
Certificate
Oxford Management Centre Certificate will be provided to delegates who successfully completed the training course.
Accreditation
In association with
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FREQUENTLY ASKED QUESTIONS
To check on availability please call Registrar’s Office at +971 50 985 0174. If you have any questions or enquiries please feel free to contact us
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, we provide assistance in securing both hotel reservations & entry visa on all our international training venues, for delegates attending our training courses. For further information / assistance, please contact our Customer Service at:
- Telephone: +971 50 985 0174
- E-mail: [email protected]
Yes, Oxford Management Centre is accredited by the following professional bodies;
National Association of State Board of Accountancy (NASBA)
The Oxford Management Centre is registered with NASBA as a sponsor of Continuing Professional Education (CPE) on the National Registry of CPE Sponsors. NASBA have final authority on the acceptance of individual courses for CPE credit.
Yes, discounts are available. For further information please call +971 50 985 0174 or email, [email protected]
Note: Discounts are not applicable with any other special offer that may be available.
There are 2 easy ways to register:
- Online: Select the training course you want to register for, Click the “Book Your Place” button on the course page, complete the form and click submit.
- E-mail: Send your details to [email protected]
We request that all cancellations be made at least one week before the class start date. You may reschedule this class without any penalty. If not, a $250 fee will be charged for cancellations received less than one week before a class begins and for no-shows. Cancellation penalties and any fees incurred by Oxford Management Centre will be deducted from refunds.
For more information request, email [email protected] or call +971 50 985 0174.
The classroom training fees include course presentation, relevant materials, physical & digital documentation, lunch and refreshments served during entire training. Accommodation and transportation are not included in the training course fees.
While, online training fees cover the course presentation and digital documentation and relevant materials.
The Oxford Management Centre Certificate of Completion with corresponding CPE credits shall be awarded to delegates who has successfully completed the training course.
Payment must be received before the training course commences. You can make payment by bank draft, cash, credit card or wire transfer.
Note: If the payment is not received, Oxford Management Centre has the right to refuse admission.
Upon receipt of your registration form, we will send you the following by e-mail:
- Registration Confirmation
- Invoice/Receipt (where appropriate)
If you register online you will receive an e-mail within 24 hours confirming your registration.
