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Conflict Resolution
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Course description
Dealing with difficult people is something that most of us will experience at one time or another in our lives. We may encounter people who are inconsiderate, stubborn, indecent, unhappy, angry, or passive-aggressive. These encounters may happen only once with an individual, or we may have ongoing issues with people who behave in these ways. How should we act when this occurs? And what should we do when these people are our employees?
If difficult interactions are necessary, and we approach those conversations or interactions with a plan, we will likely find that these encounters are easier to handle and we can have more successful outcomes. In this workshop, you will learn how to turn difficult situations into opportunities for growth.
While this workshop is aimed at supervisors who interact with difficult employees, the information and activities can be helpful for dealing with difficult people in other situations as well.
Topics covered in this one-day Conflict Resolution workshop include: how to recognize how their own attitudes and actions impact others, effective techniques for dealing with difficult people, strategies for dealing with anger, and how to cope with the difficult people and situations.
Download this complete courseware training package, and with minimal preparation you’ll be positioned to begin teaching Dealing With Difficult People immediately. Your one-time purchase grants you customizable, easy-to-use training materials and unlimited print-on-demand privileges. Add Conflict Resolution: Dealing with Difficult People to your courseware toolkit, today!
Course outline
How to Use This Guide
Session One: Course Overview
Session Two: Conflict as Communication
Defining Conflict
Self-Assessment
Session Three: Benefits of Confrontation
Session Four: Preventing Problems
Session Five: Getting Focused
Getting to the Heart of the Matter
The Three F’s
Session Six: Managing Anger
Coping Strategies
Guidelines for Assertive Anger
Session Seven: Dealing with Problems
Dealing with Problems
Causes of Difficult Behavior
Session Eight: The Three-Step Conflict Resolution Model
The Three-Step Model
Getting the Hang of Things
Session Nine: Practice Makes Pretty Good
Session Ten: Changing Yourself
Negative vs. Positive Interactions
Dealing with Negative Feelings
Session Eleven: Why Don’t People Do What They Are Supposed To?
Session Twelve: De-Stress Options to Use When Things Get Ugly
Recommended Reading List
Post-Course Assessment
Pre- and Post-Assessment Answer Keys
Personal Action Plan
What you get
Instructor Guide
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Student Manual
Each Instructor Guide - for each course - is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be teaching.
Exercise Workbook
Whether or not you choose to introduce exercises into your training is up to you as the facilitator. In case you want to do this Velsoft offers you an Exercise Workbook (also customizable) that is specific to the course you are offering.
Sample Files
Each Velsoft courseware title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners' understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the trainer, do not have to prepare activity working files.
Powerpoint Deck
Courseware from Velsoft is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.
Quick Reference Guide
Quick Reference Guides are a favorite tool for trainers to provide to their learners. Each Quick Reference Guide summarizes in two pages the most important elements in each courseware title.
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Unlimited users
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No annual renewal fees
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