Conflict Resolution, dealing with difficult situations
All of us experience conflict. We argue with our spouses, colleagues, our boss and our clientes, disagree with our friends, and sometimes even quarrel with strangers at a football game. So long as people are individuals there will be the potential for conflict. That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people. The only people who don’t experience conflict are hermits.
Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. However, there are several strategies for coping with conflict. Knowing when and how to use these techniques can make you a more effective leader.
The training is split in two main parts: dealing with difficult people, for those who find themselves on an complicated environtment when individuals are key part of the success of our projects, and getting along on the workplace, for those others who have to work together with the same persons for a long period, on the same office, on the same projects and activites. We will go in deep on many topics that you later will be able to put in practice on your daily work.
You will learn to:
Recognize how your own attitudes and actions impact on others
Find new and effective techniques for managing negative emotions
Develop coping strategies for dealing with difficult people and difficult situations
Identify those times when you have the right to walk away from a difficult situation
Learn some techniques for managing and dealing with anger.
Understand what conflict is and how it can escalate.
Recognize the five most common conflict resolution styles and when to use them
Increase positive information flow through non-verbal and verbal communication skills.
Develop effective techniques for intervention strategies.
Strengthen staff trust and morale.
Become more confident of your ability to manage conflicts to enhance productivity and performance.
The material is structured in several chapters. Together with the lessons, you will find as well an exam. Should you wish to obtain a certificate of completion please complete the exam and send it back to us. We will mail you the certificate after correcting it.
The course is always available for subscription and there is no minimum requisites to take it. There is no deadline to complete the course or to send us the exam. We have designed this training to fit into your own rythm and convinience so you can study whenever it is suitable for you.
The course is structured as follows:
Conflict Resolution: Course Introduction
PART I DEALING WITH DIFFICULT PEOPLE
Reciprocal Relationships and dealing with change
The Agreement Frame
The Ten Commandments of Change
Preventing Problems
Dealing with Problems
Causes of Difficult Behavior and tips for dealing with it
The five steps process for problem solving
Changing Yourself
Dealing with Negative Feelings
Why Don’t People Do What They Are Supposed To?
Managing Anger
Guidelines for Assertive Anger
De-Stress Options You Can Use Right Now!
Summary of Part I: Reference GuidePART II Managing Conflict on the Workplace
Defining Conflict
Types of Conflict
Open Conflict vs Hidden Conflict
Spontaneous & Reflective Action
Johari Windows
Case Study: Spontaneous and Reflective Behaviors
Stages of Conflict
Another Version of the Conflict Process
Conflict Outcomes
Strategies for Dealing with Conflict
Win As Much as You Can
Conflict Resolution Style Questionnaire
The Role of Communication in Conflict Resolution
Active Listening
Paraphrasing
Powerful Questions
Body Language
Seven Steps to Ironing Things
Out The Conflict/Opportunity Test
Visualizaing Conflict and its Resolution
Facilitating Conflict (becoming a facilitator)
Setting Norms for Meetings and Discussions
Making an Intervention
Listen-Empathize-Clarify-Seek Permission-Resolve
Managing Conflict Constructively
Summary of Part II Quick reference guide
End of Training Conclusions
Price: 155 euros
In order to register, please follow the instructions on next page. Once you have submitted your payment via credit card or paypal, you will be redirected to our online platform where you can choose an username and a password which will grant you access to the training materials. You will find there as well other tools like forums, useful links, related news, etc, so you take maximum profit of the course.
Alternatively,you can pay by submitting a bank transfer to the account indicated below:
RESPECT Refugees
Bank: Caixa Estalvis i Pensions de Barcelona
Account Number: 2100 0303 02 0102207088
IBAN ES67 2100 0303 02 0102207088
BIC CAIXESBB
Do not forget to include your name and the training you are purchasing. Please send us an email to respect@respectrefugiados.org so when we have received your transfer we can create an user on the online platform for you and give you immediate access to the materials.
