Resolving Conflicts in the Workplace

(One-day Workshop)

WHO SHOULD ATTEND:

• Anyone who deals with conflict at work or at home
• Any manager or supervisor who deals with anger or conflict on the job
• Anyone who works in a team environment

YOU WILL LEARN TO:

• Identify personal triggers
• Shift automatic response traps
• Stay calm and centered in the midst of conflict
• Creatively diffuse emotionally-charged situations
• Handle hostile clients, difficult customers and aggressive co-workers
• Deal with reactive behaviour
• Create win-win outcomes

COURSE OUTLINE

Understanding the Power of Anger

• Where it comes from
• What lies beneath it
• How it affects us

Examining Behaviour Styles

• Discover personality patterns
• Why we explode, retreat or threaten
• Identify emotional booby traps

Using Anger Management Techniques

• Apply instant intervention tools
• Handling sarcasm, swipes and slams
• Setting and maintaining boundaries

Doing Things Differently

• Change behaviours, e.g.
  • from retreat to assertiveness
  • from attack to compassion
  • from manipulation to co-creation

Becoming a Skilled Conflict Manager

• Correctly assess conflict situations
• Determine appropriate response style
• Apply the conflict model for successful results

Designing Your Destiny –how to use conflict for continuous growth

• Create a personal kit bag of conflict management tools
• Develop win/win strategies as a way of living

Managing Anger and Resolving Conflicts in the Workplace is an interactive, experiential workshop which uses accelerated learning techniques. Participants can expect to have a challenging and enjoyable learning experience, and will be able to take away techniques and skills they can use on the job immediately.

For information regarding this course, please contact:

Colin Watson
Relationship Manager
J Watson Associates Inc

Tel: 905 820-9909

E-mail: sales@jwatsonassociates.com