MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE
November 13th – 15th 2013 – The Papandayan Hotel Bandung
Module One: Getting Started
- 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
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.
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.
l Corporate Communication Affairs
l Community Development Specialist
l HR Officer
l Field Manager
l Project Manager
l All employee who need this course materials and related with their jobs etc
l Government Relation