Managing Conflict with Confidence

Dealing with conflict is something that most people prefer to shy away from and have likely developed many strategies to do so.  However, at work our customers rely on us to face up to and resolve their concerns constructively.  

Developing expertise in how to positively manage conflict will make a significant and beneficial difference to your interactions with customers and their experience with your organisation.   Furthermore, as conflict isn’t restricted to work, you will find that what you learn can also be applied in your personal lives.

This programme is designed for anyone who wants to have more confidence in facing up to and dealing with conflict constructively.  It’s a great add-on to our Customer Experience programme.

 

Part 1 – DEFINING DIFFICULT PEOPLE

  • Gaining insight to behaviour: perspective, attributions, and self-serving bias

  • Getting wound up – the cycle of escalation

  • Winding down – getting control of our emotions

  • Focusing on outcomes

 

Part 2 –COMMUNICATION SKILLS TO DE-ESCALTE 

  • Understanding conflict between emotions and logic – the different languages of the brain

  • Using communication tools that communicate what we really mean

  • Spending time on empathy – it’s more than saying “sorry”

  • Questioning and listening to de-escalate

  • Creating new habits (recognising that some old ones don’t work)

  • Positioning – from passive or aggressive to assertive

  • Giving it a go – practise before getting back to work

 

Part 3 – COACHING DE-ESCALATION SKILLS 

  • Recognising barriers to dealing with conflict

  • Developing awareness of own barriers to managing conflict

  • Observing and giving feedback

  • Coaching on the job and support of others

  • Giving it a go – practise before getting back to work

 

 “Our bodies change our minds, and our minds change our behaviour, and our behaviour changes our outcomes.” 

Amy Cuddy

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Contact: Arlene Nicholson
Email: binspired.nz@gmail.com
Tel:  021 764 603
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