This course is for any manager or individual who comes across conflict situations or is required to manage difficult situations.

Summary Course Outline

Understand the range of “difficult” behaviours displayed by others and recognise their own triggers and reactions to each. Have learned techniques to rationalise behaviours in themselves and others and to clarify end goals. Be able to plan their approach and employ techniques to allow consideration on both sides without losing ground. Understand how difficult situations escalate into conflict and how this can be managed to maintain positive relationships.