Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Conflict becomes an issue when the people involved cannot work through it. The become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.
This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.
We can get into a routine where it feels like everyone we speak with is eithr having a bad day, or we are having a bad day ourselves. We feel like we constantly meet people who seem to be inconsiderate, stubborn, incorrigible, indecent, miserable, or passive-aggressive. Sometimes we can be equally awkward ourselves. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone.
Success comes from understanding how we behave, as well as how we can influence others. If difficult interactions are necessary, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations.
In this course, you will learn how to turn difficult situations into opportunities for growth.
Have you ever been in a workplace situation where a supervisor has made a decision that you didn’t agree with? Did you wish that you could ask someone else what they thought of the decision and whether they would have done the same thing? The peer review process offers employees just that chance, using a formalized procedure to ask, consider, and resolve just these sorts of questions.
This course will teach you everything you need to know about employee dispute resolution through mediation.
We have so many interactions in the run of a day, it's reasonable to expect that some of them are going to difficult. Whether these are conversations that have been in person, or you manage a virtual team and need to speak with someone in another city, there are things that you can do to make these conversations go smoothly.
This course will give the tools to manage difficult conversations and get the best results possible out of them.
Negotiating is about resolving differences. People who can master the process of negotiation find they can save time and money, develop a higher degree of satisfaction with outcomes at home and at work, and earn greater respect in their communities when they understand how to negotiate well.
Negotiating is a fundamental fact of life. Whether you are working on a project or fulfilling support duties, this course will provide you with a basic comfort level to negotiate in any situation. This course includes techniques to promote effective communication and gives you techniques for turning face-to face confrontation into side-by-side problem solving.
Anger is a universal experience. Dogs get angry, bees get angry, and so do humans. You don't have to be a psychologist to know that managing anger productively is something few individuals, organisations, and societies to well. Yet research tells us that those who do manage their anger at work are much more successful than those who don't.
The co-worker who can productively confront his teammate about his negative attitude increases his teams chance of success as well as minimizes destructive conflicts. The receptionist or customer service agent who can defuse the angry customer not only keeps her customer loyal but makes her own day less troublesome.
This course will give you some ways to manage your anger as well as angry people.