The Knowledge Academy

Dealing With Difficult People Courses - Conflict Management

The Knowledge Academy
A Cardiff (Wales)

*Prezzo Orientativo
Importo originale in GBP:
£ 995

Informazioni importanti

Tipologia Corso
Luogo Cardiff (Wales)
Durata 1
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  • Corso
  • Cardiff (Wales)
  • Durata:
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Courseware Folder Certificate Experienced Instructor Materials Refreshments

Strutture (1)
Dove e quando
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Castle Street, CF10 1SZ, Cardiff, Wales
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Inizio Scegli data
Castle Street, CF10 1SZ, Cardiff, Wales
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Cosa impari in questo corso?

Conflict Management
Difficult People
Communication Training
IT Management
Skills and Training
Communication Training
Communication Training


The Knowledge Academy Dealing with Difficult People 1 day course covers the following topics:


Have you ever had a conflict with someone and wished afterwards that you could have handled it better? Conflict comes about from differences - in needs, values and motivations. Sometimes through these differences we complement each other but sometimes we will conflict. Conflict is not a problem in itself - it is what we do with it that counts. Conflict management builds stronger and more cohesive organisations and more rewarding relationships, enabling personal differences to be bypassed and new possibilities to be opened up.


There are no pre-requisites.

Who should attend?

Anyone who feels they would like to identify, understand and gain control of any conflict in their working lives.

What will you learn?

  • Identify different types of conflict at work
  • Transform problems into creative opportunities
  • Apply strategies to attack the problem not the person
  • Practice being more assertive in conflict situations
  • Improve your communication skills to deal with difficult people more effectively.
  • Discover tips and techniques to deal with difficult people

Course Outline

Introduction to Conflict & Dealing with Difficult People

  • Introduction to conflict
  • Identifying different types of conflict
  • Your preferred method of dealing with conflict
  • Escalating levels of conflict

Attitude Behaviour & Skills needed in Conflict Resolution

  • The RED/BLUE game
  • Eliminating “Power Over” to build “Power With” others
  • Attitude & behaviours in conflict
  • WIN/WIN approach Vs Compromise
  • Exploring our responses to conflict – react or respond?
  • Two models for approaching conflict – perfection & discovery
  • The 4 steps to creating a more creative response to conflict
  • Converting conflict into opportunity

Using Assertive Behaviour with Difficult People

  • Recognising assertive, non-assertive and aggressive behaviour
  • Benefits of being assertive
  • Attacking the problem, not the person
  • Expressing fear, anger, hurt and frustration assertively
  • Being assertive in different types of conflict situations

Effective Communication Techniques

  • Using listening skills
  • Non-verbal communication
  • Top tips for communicating with difficult people

Ulteriori informazioni

  • Learn how to handle conflict efficiently in the workplace
  • Utilise conflict to build stronger relationships
  • Identify different types of conflict
  • Training in luxury venues
  • Courses delivered by world class training instructors
  • Training course includes certificates
  • Book Online or Call 01344 203999 to speak to a training advisor today