MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE



MANAGING CONFLICT & HANDLING DIFFICULT PEOPLE
September  16th18th 2015 – 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

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