Improving conflict management skills

We combine conflict management and soft skills training to improve communication and outcomes from dealing with frustrated, stressed, angry and aggressive people.

Employees often find themselves in situations that they are not trained to deal with and the consequences can have a lasting costly impact.

We really do tailor every course

So that the training is relevant, rewarding and effective for everyone.

• Define best practice
• Discuss it (involve people)
• Do something with it (learn by listening, watching and doing)
• Develop the learning through feedback (two-way)
• Deploy the learning (provide the tools for on the job learning and practice)

For more information you can contact us, we are there to help.

Who do we serve?

• Small and large businesses
• Schools, Colleges and Universities
• Healthcare providers
• Charities
• Throughout the UK and globally

What do we do differently?

We really do tailor the training so that is relevant, rewarding and effective.

• Define best practice
• Discuss it (involve people)
• Do something with it (learn by listening, watching and doing)
• Develop the learning through feedback (two-way)
• Deploy the learning (provide the tools for on the job learning and practice)

For more information you can contact us, we are there to help.

Understand why people behave in certain ways

Understand the power of ego

• Learn about triggers
• Words to use and words to avoid
• Adapting your communication methods to suit different people and situations
• Understand the effects of non-verbal communication

Change thoughts to change emotions and behaviour

Learn about communication

Using Dr Albert Mehrabians model of 7% content 38% tone 55% body language.

Although he originally trained as an engineer, he is best known for his publications on the relative importance of verbal and nonverbal messages

Consider communication styles and methods

And the power of listening

Summary 

• Define why people behave in certain ways and how they should rather than could behave
• Gain awareness of training needs
• How to recognise the intentions of your customer and type you are dealing with
• Learn by doing, seeing and listening to others
• Learn about communication and be surprised
• Make customers feel important
• Manage situations that are outside of your role or authority
• Read better between the lines to understand customers better
• See how easy it can be to ask great questions and listen effectively (when you know how)
• Soft skills required for dealing with difficult people and situations
• The structure to build and manage your confidence and performance
• The tools that people need to have with them at all times
• Understand customer needs, manage and exceed their expectations

Learn how to move others from a fixed to a growth mindset

Gain structure to improve decisions

Gaining more understanding before reacting will reduce your costs in Stress, Time, Opportunities and Profit. STOP