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Category

Business Skills

Course type

Personal Development

Cost per individual

£250 +VAT
Public course

Cost per course

£995 +VAT
Client site, max 10 individuals

Duration

1 Day

Full/Part time

Part Time

Provider

ITS SmartStyle Training

Dates and Locations

23/01/2019 Liverpool
14/03/2019 Bradford
09/04/2019 Liverpool
21/06/2019 Bradford

Book course

This course is intended for people who want to improve their understanding of stress and enhance their ability to manage conflict situations.

Objectives:

To understand the implications of different behavioural styles in both normal and conflict situations to produce win/win outcomes by utilising key communication techniques.

Download Outline (PDF)

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
  • Behavioural Principles
  • Implications of Behavioural Styles
  • Your Style Under Different Circumstances
  • The Johari Window
Module Three - Communication & Interpersonal Skills
  • Barriers to Effective Communication
  • Overcoming Communication Barriers
  • Questioning & Listening Techniques
  • Non-verbal Communication
Module Four - Handling Everyday Situations
  • Assertive Behaviour
  • 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
  • Action Planning

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