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Conflict Resolution – Dealing With Difficult People

This course is currently available as E-Learning, or a private instructor-led class scheduled to suit your availabilty. You can click here to inquire further or you ask us for recommendations on similar classes.

Recommended Prerequisites

No prerequisites are required for this course.

Course Overview

We can get into a routine where it feels like everyone we speak with is either having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone.

Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this course, you will learn how to turn difficult situations into opportunities for growth.

Learning Objectives

Course Outline

  1. Course Overview
  2. Conflict as Communication
  3. Defining Conflict
  4. Self-Assessment
  5. Benefits of Confrontation
  6. Preventing Problems
  7. Getting Focused
  8. Getting to the Heart of the Matter
  9. The Three F’s
  10. Managing Anger
  11. Coping Strategies
  12. Guidelines for Assertive Anger
  13. Dealing with Problems
  14. Dealing with Problems
  15. Causes of Difficult Behavior
  16. The Three-Step Conflict Resolution Model
  17. The Three-Step Model
  18. Getting the Hang of Things
  19. Practice Makes Pretty Good
  20. Changing Yourself
  21. Negative vs. Positive Interactions
  22. Dealing with Negative Feelings
  23. Why Don’t People Do What They Are Supposed To?
  24. De-Stress Options to Use When Things Get Ugly
  25. Personal Action Plan
  26. Recommended Reading List
  27. Post-Course Assessment

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