This course is suitable for all those who want to improve their understanding of stress and enhance their ability to manage conflict situations.
To understand the implications of different behavioural styles in both normal and conflict situations to produce win/win outcomes by utilising key communication techniques.
Module One - Understanding Conflict
What is Conflict?
Recognising the Signs
The Phases of Conflict
Adapting Your Approach
Module Two - Self Awareness
DISC Profile Behavioural Analysis
Implications of Behavioural Styles
Your Style Under Different Circumstances
Module Three - Communication & Interpersonal Skills
Barriers to Effective Communication
Overcoming Communication Barriers
Questioning & Listening Techniques
Module Four - Handling Everyday Situations
Passive, Manipulative & Aggressive Behaviour
Using the DESC Script
Expressing Doubts & Disagreement Constructively
Module Five - Skills for Dealing with Conflict
Constructive & Destructive Behaviours
Positive & Negative Feedback
The Strategies to Adopt
Module Six - Make Yourself Stress Resistant!
Simple Behavioural Changes
Relaxation Techniques for the Workplace