Handling Difficult People
and Tough Situations
with More Tact and Skill
THE INSTITUTE FOR ADVANCED
Conflict and differing points of view are woven into the fabric of all relationships. Not all conflicts can be resolved, but they can absolutely be managed effectively. Conflict doesn't have to
be a negative. Conflict doesn't mean that there is a battle and one person wins and another loses. Without conflict there would be no innovation or movement into a future which differs from the present.
Having the skills to manage conflict resourcefully and effectively is a learned skill. To have a positive outcome from a conflict requires give and take. It is an opportunity to view the world through
the lenses of another human who sees the experience differently than you. To manage conflict ethically and proactively means having influence. As President Teddy Roosevelt said, "I've heard many people say they don't like having to persuade and influence
others. They'd rather the people would just do what's needed on their own. But when asked to think about what it would be like to have influence, versus them having none, well that changes their story. "
This is a highly interactive workshop on influencing effectively and managing conflicts. Training participants will be able to utilize advanced strategies used by effective conflict managers and
mediators. People learn best by a combination of seeing, hearing and doing. Therefore, participants will experience a carefully designed combination of:
- Information that is innovative, engaging and thought provoking.
- Evaluation instruments that will give insights into their personal conflict and influence patterns.
- Specially designed role-play and modeling exercises which give hands-on experience so the participants learn about themselves and develop new skills for managing tough situations while taking care of themselves.
- Interactive group discussion for clarification, brainstorming and skill development.
Purpose of This Training
Instead of breaking the workshop into two components (conflict management and being an influential communicator) this program is an integration of the two into a unified whole. There are aspects of persuading, influencing
and communicating which are integral to managing difficult people, and principles and actions of dealing with conflict which dovetail with managing self/other reactions.
The primary outcomes of this training are better self-management in conflictual situations, methods for preventing conflict and strategies for overcoming conflict when it occurs. This includes the ability to clarify
sources of disagreement, open the communication so issues can be processed and de-escalate conflict so it doesn't go too far.
In order to be an effective conflict manager it's essential to approach the issue with practiced skill-sets. Since no two situations are precisely the same, it is necessary to have more than one option for dealing
with what comes up. During this training multiple methods of working with conflict will be presented and practiced.
Through the program, a "skills integration process" will be used to integrate the core skill-sets and information into a usable whole with what participants already know. This learning process often makes a difference
between actually being able to utilize the information and processes long-term, instead of having the training fade as old habit patterns resurface and become once again dominant.
At the beginning of the program, each individual sets goals or core outcomes for the day. At the conclusion of the course, they will develop an action plan for integrating the new tools/principles into their repertoire
of interaction management skills.
Strategies You'll Gain From This Seminar
1. Be Assertive While Lowering Others' Aggressiveness
- Learn the 3 best assertiveness techniques for maintaining control of the situation.
- Discover body language messages you may not even be aware you are sending.
- Understand the 9 key sources of power which you can use to have more influence in any situation.
- Refine how to say "no" when you mean "no" so they get your message clearly.
- Learn a strategy which rapidly unhooks you during an emotionally charged situation.
- Discover how you may be accidentally egging the negative situation on.
2. The Vital Role of Your Interactions with People
- Overcome the 9 critical mistakes successful negotiators and conflict managers don't make when they are engaged in a conflict.
- Discover your unique method for dealing with people one at a time.
- Move beyond just pleasantries and smiling--know how to effectively discern if your communications and relationship are going well.
- How to manage relationships so the desired outcome is achieved with less hassle.
- Understand the 5 vital components in every person to person interaction.
- Be able to utilize the 2 key ingredients which reinforce the partnership.
3. Building Trust & Goodwill with the Difficult Person
- Know the 3 core principles on which trust is established, so you can on-goingly review interactions and reduce negativity in a situation.
- Put into practice the "Savvy Know" technique of people handling.
- Learn ways to move beyond mistakes while simultaneously building goodwill.
- Gain methods to surmount tension which can lead to feelings of broken trust.
- Know how to separate the two sides of every conflict--the person and the issue.
4. Mastering Effective Verbal & Nonverbal Communication
- Pacing--How to build rapport with others, and quickly get the interaction back on-track if it begins to falter.
- Strategies for accurately interpreting both the direct and underlying messages.
- Overcome poor listening habits which turn-off others.
- Know how to direct the difficult customer away from problems and toward solutions.
- Learn the 6 steps in the art of being a master listener so you receive the correct message and the other person knows you are fully present with them.
- Understand how to overcome the central issue which stimulates 80+% of all conflicts and disagreements.
5. Tactics for Handling Conflict with Finesse
- Reduce the stress and frustration associated with front-line customer contact.
- Begin using proven strategies for dealing quickly and easily with difficult people and tough situations.
- Analyze your personal style for dealing with conflict, and find other ways.
- Know the right and wrong ways to say "no" so the relationship isn't damaged.
- Manage customer complaints (instead of just reacting to them) for maximum customer satisfaction.
- Avoid overwhelm and maintain your professionalism in tough situations.
- Build self-management strategies which enable you to more effectively handle an angry customer and diffuse the conflict.
6. Every Contact is a Relationship Building Opportunity
- Incorporate the person to person perspective, because everything you do is sending a message to others.
- Gain methods for easily staying detached from a "power play".
- Learn the most common error made that ignites irritation and anger.
- Apply the "drip water" relationship building strategy to facilitate a strong relationships with difficult individuals and make sure their needs are being met.
- Learn strategies which assist in building a winning image of you and your organization in your client's mind.
7. The Four-Week Assimilation Process
- Each person targets his/her own specific learning goals for creating optimum results.
- All participants create an action plan for implementing the core competencies gained.
- Participants create a time-line and benchmarks to track and measure the results from this program.
- Training attendees work with a partner to support and reinforce the new principles and practices thereby ensuring lasting change.
Contact The Institute for Advanced Development today for pricing or more detailed information.
Call (206) 772-9277 or email our
Customer Service Representative