Assertive Communication & Conflict Management
Duration: 2 Days
Objectives
After this workshop participants will be able to:
- Recognize on-job conflict and assess its characteristics and causes
- Improve the ability to resolve workplace conflicts
- Distinguish aggressiveness, assertiveness and passiveness
- Use assertive skills to shift encounters from confrontation to collaboration
- Contain difficult situations using calming skills, persuasion and negotiating techniques
- Problem-solve to achieve satisfactory mutual resolutions
Outline
- Part I: Brief introductions, roles and goals
- Warm-up exercise
- Part II: Conflict: how it occurs and escalates
- Levels of conflict
- Common causes of conflict
- Moving from conflict to collaboration
- Adapting our style of managing conflict
- Handling various types of "difficult" people
- Part III: General Communication Skills for Resolving Conflict Situations
- Listening Skills, including non-verbal observation
- Paraphrasing and Perception-checking
- Asking questions to gather key facts
- Positive language
- Part IV: Assertive Expression
- Distinguishing between aggressiveness, passiveness and assertiveness
- How we use assertive expression in conflict situations
- Three steps to assertive expression
- The broken record technique
- Practicum
- Part V: Calming Skills, Negotiating and Problem-solving
- Blending and redirecting
- Winning ourselves a hearing
- Defusing situations and managing anger
- Keys to gentle persuasion
- Keys to negotiating solutions that work
- Seven steps to problem-solving
- Five key actions in resolving conflict
- Six things to do when nothing else works
- Practicum on real-life situations
- Workshop Closure and Evaluation