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Business Skills

Course type

Personal Development

Cost per individual

£250 +VAT
Public course

Cost per course

£995 +VAT
Client site, max 10 individuals


1 Day

Full/Part time

Part Time


ITS SmartStyle Training

Dates and Locations

16/10/2019 Mansfield

Book course

This course is intended for people 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.

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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