Handling critical conflict situations

Interpersonal Skills Training

Focus on the key behaviors and strategies you need to manage conflict.
Develop practical skills to confidently handle critical situations.
Learn how to balance priority and obligation.

Handling critical conflict situations

Conflict can be healthy. No company or team is going to grow or develop without conflict – but when does a disagreement become a conflict situation and when does this conflict become critical and destructive? How you behave, and what you do and say has the potential to make or break your relationship. This training is designed for anyone who needs to, or will need to, handle critical conflict situations both internally and externally.

Your outcomes

  • Recognize where conflicts come from in the workplace
  • Approach conflict situations with increased confidence
  • Adopt a confident, professional and appropriate style when faced with critical situations
  • Develop practical skills to handle a critical situation
  • Virtual Delivery

  • Modular Delivery

  • Face to face Delivery

Training content

  • Acknowledging that a situation is critical and defining the problem
  • Identifying the underlying need
  • Letting individuals express themselves
  • Establishing sources of conflict
  • Identifying your conflict style according to the Thomas Killmann model
  • Realizing how conflicts escalate – the 5 steps
  • Looking for common ground
  • Being emotionally aware
  • Listening for what isn’t being said
  • Preparing for a conflict discussion
  • Focusing on the present and the future
  • Recognizing negative and aggressive behavior patterns
  • Identifying and dealing with the underlying causes of difficult behavior
  • Executing the discussion
  • Understanding and managing the situation rather than the person
  • Developing stakeholder communication skills
  • Following up for results
  • Seeing conflict as an opportunity
  • Customized for specific audience

  • Supported by guided learning / elearning

  • Adapt and intergrate in existing program

  • Flexible group size

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