Conflict resolution and managing conflicted people

What is the goal?

Participants will learn how to recognize impending conflict and how to prevent it we are all different and how to recognize the so-called conflict types and how to deal with them. How to successfully manage conflict so that communication and cooperation can continue.

Key topics

• Conflict, types of conflict.
• Transactional analysis.
• Assertive conflict resolution.
• Handling difficult clients.
• Receiving and delivering criticism.

How do we prepare courses?

Step 1

We identify your needs, help you define your training objectives and design a training concept. We work with management, client to develop the program and content.

• Questionnaire of participant expectations.
• Discussion with management, their expectations.
• Mystery shopping – as needed.

Step 2

In the training we make maximum use of and combine or own experience, case studies and model situations with the experience of the participants. According to the needs we combine and choose the forms of training.

• Workshop format.
• Interactive training format.
• Group coaching format.

Step 3

The success of the program is demonstrated by putting the new skills into practice. We work with management in this transformation.

• Evaluation questionnaires.
• Final reports.
• Evaluation meeting with management, client.