Course focus

Education - Exclusions Update

Date:
18 September 2013
Venue:
DLA Piper LLP, London
CPD:
4.5

Training programmes

Dealing with Conflict, Confrontation & Difficult Behaviour

Dealing with conflict, confrontation and difficult situations are a growing issue for many organisations. Maintaining control when the interactions are getting intense, moving issues and people forward is a skill, which can and must be developed for all staff. Gaining a better understanding of how people operate in conflict situations, together with a greater understanding of common difficult behaviour types can greatly help everyone to move on with their work and life.

This programme is about gaining greater understanding of how we operate in these situations and techniques and concepts that can help us move on effectively. It is aimed at the ever-increasing problem of conflict and confrontation in a wide variety of contexts; from dealing with clients and customers to difficult situations with staff, managers and colleagues in the workplace.

KEY SUBJECT AREAS

  • Understanding why people are difficult and the affect they can have on work and life in general
  • Understanding how we do conflict and how we could do better.
  • Effective strategies to deal with people and situations at the time and strategies for coping with after the event
  • Understanding of how to engage, persuade and influence in conflict and difficult situations; enabling us to be more flexible in our dealings with people.
  • Considerations when dealing with a range of people including customers / clients, staff and managers in position of power and control.
  • Dealing with not just people but the problem – often missed and overlooked when dealing with conflict.
  • How to accept comments and respond effectively, understanding the use of tone and timing in our voice to engage effectively
  • The use of personal space and non-verbal communication to gain control of highly volatile situations and avoid physical conflict.

Programme directory