MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE
MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE
August, 28th – 30th 2013, Santika Premier
Hotel Yogyakarta
Training Content
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: An Introduction to Conflict
Resolution
- What is Conflict?
- What is Conflict Resolution?
- Understanding the Conflict Resolution Process
Module Three: The Thomas-Kilmann
Instrument
- Collaborating
- Competing
- Compromising
- Accommodating
- Avoiding
Module Four: Creating an Effective
Atmosphere
- Neutralizing Emotions
- Setting Ground Rules
- Choosing the Time and Place
Module Five: Creating Mutual
Understanding
- What Do I Want?
- What Do They Want?
- What Do We Want?
Module Six: Focusing on Individual
Needs
- Finding Common Ground
- Building Positive Energy and Goodwill
- Strengthening Your Partnership
Module Seven: Getting to the Root
Cause
- Examining Root Causes
- Creating a Cause and Effect Diagram
- The Importance of Forgiveness
- Identifying the Benefits of Resolution
Module Eight: Generating Options
- Generate, Don't Evaluate
- Creating Mutual Gain Options and Multiple Option
Solutions
- Digging Deeper into Your Options
Module Nine: Building a Solution
- Creating Criteria
- Creating a Shortlist
- Choosing a Solutions
- Building a Plan
Module Ten: the Short Version of the
Process
- Evaluating the Situation
- Choosing Your Steps
- Creating an Action Plan
- Using Individual Process Steps
Module Eleven: Why
difficult?
- Recognize what
motivates difficult behavior.
- Identify the behaviors
course participants want to handle better in future.
Module Twelve:
Communication to Difficult Employee
Responding assertively
to difficult behaviors
- Distinguish between
assertive and non-assertive behavior.
- Recognize the key behaviors
used by difficult people.
- Choose to respond
assertively rather than allowing other people to push your buttons.
Key tools for
communicating assertively
- Discuss techniques
for handling the difficult behaviors identified by course participants
during Topic One.
Strategies for handling
passive behavior
- Learn techniques
for responding to people who use passive behaviors such as playing victim,
crying and refusing to take responsibility.
Strategies for handling
aggressive behavior
- Discuss techniques
for dealing with aggressive tactics such as shouting, blaming and
bullying.
Strategies for handling
passive-aggressive behavior
- Use one simple
communication tool to handle people who use passive-aggressive behaviors
such as sulking, gossiping, lying and sarcasm.
Module Thirteen
Various types of
Difficult Employee & How to Face
·
Identify
various type of difficult employee, i.e: bully type, complainer, the expert,
reserved, etc
·
How
to interact with them
·
To
turn difficult employee to be productive employee
Generating Win/Win
solutions to conflict
- Learn how to take a
creative approach to problem-solving by using an Option Generator during
negotiations with difficult people.
Participants
l
Corporate
Communication Affairs
l
Community
Development Specialist
l
HR
Officer
l
Field
Manager
l
Project
Manager
l
Supervisors
l Secretary
l
All employee
who need this course materials and related with their jobs etc
l
Government
Relation
Duration
3 days
3 days
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