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Training and Organizational Consulting |
Managing Conflict, Change and Difficult People
This program is designed to provide leaders, managers, and change agents with the skills and knowledge that will enable themselves and their organizations to resolve workplace conflicts, successfully implement change and lead the difficult or challenging staff member. Participants will gain insight into their personal change and conflict management styles. They will learn how to better prepare themselves and others for change. Participants will receive cutting edge strategies for reducing resistance to change, encouraging productive conflict and eliminating destructive conflict. Participants will focus on the Four Step Model for conflict resolution. They will also learn step-by-step procedures for working with and leading those "difficult" staff members with performance, behavior, or attitude problems.JECTIVES
- Identify
the reasons why people resist change
- Anticipate
the various reactions to change
- Assess beliefs/practices
associated with change
- Learn the
4 Step Conflict Resolution Model
- Develop strategies/solutions
for "difficult" staff
- Be assertive
versus aggressive
- Discover the
power of positive feedback
- Change a negative environment into a positive one
The seminar will
feature large and small group discussion, skill practices, assessment
and profiles, videos, and case studies. This course is
designed for all managers, leaders, and professionals who have the responsibility
for managing change and conflict, and dealing with challenging employees
or staff members. It would most
benefit anyone who is involved with implementing change within his or
her organizations and who has to deal with resistance to change. Targets,
or the recipients of change would also greatly benefit from this program.
They will learn how to better respond and adapt to rapid continual change.
WORKSHOP
OUTLINE
Managing Workplace Conflict
- Defining
and describing conflict
- Advantages/disadvantages
of conflict
- Type A versus
Type C conflict
- The five reactions
to conflict
- The Conflict
Resolution Model
- Interterm and interdepartmental conflict
Feedback and Conflict
- Types of feedback
and their connection to conflict
- Using the
D.E.S.C script - an assertive tool
- Difference
between assertiveness, aggressiveness, and passivity
- How to deliver
quality criticism
- The PERU approach
to giving criticism
- How to receive
criticism from others
- Techniques
for deal with critical feedback
- Overcoming
self-criticism
- The powers of and how to give positive feedback
Resistance To and Overcoming Barriers to Change
- The demand
and necessity of change
- Why people
resist change
- What managers
can do to reduce resistance to change
- The four steps
of the change process
- How to honor
change
- The change chain: sponsors, agents, targets
Organization's
Role in Managing Change
- Differences
between planned and unplanned change
- Case studies
of companies coping with change
- Developing
a rationale for change
- How to measure
the success of a change
- Global perspective on change
Leading
and Working with Difficult Individuals
- Identifying
difficult and challenging individuals
- Working with
a difficult boss
- Increasing
listening and communication skills
- workplace
culture and its impact on attitude problems
- A six step
model for coaching a difficult individual
- Identifying your own communication style