Communication and Conflict Management Skills for Supervisors and Managers

resolveResearch shows that many of the problems faced when interacting with our customers and employees result from ineffective communication.  We spend as much as 80% of our time in face-to-face interactions with others to mediate dozens of relationships within an organization?  This course will help you to find new, updated, and important knowledge and skills that result in immediate improvements back to the work place.

Specifically, you first must develop your interpersonal skills and competency. The acquisition of these skills should result in a win-win relationship between you and your employees and the organization.  Development also improves your ability to express and deal more effectively with individuals on and off the job.  In this course, you learn to . . .

  • Develop a more harmonious working environment - better productivity
  • Respond to new situations with greater control
  • Develop a more expressive communication style
  • Handle criticism and aggressive individuals
  • Implement conflict resolution strategies
  • Develop self esteem to make one a better communicator
  • Recognize nonassertive, assertive, and aggressive behaviors
  • Define the conflict mode
  • Manage conflict resulting from: discipline, unfair demands, angry accusations, tardiness, absenteeism, etc.
  • Negotiate-make it win-win
  • Understand individual behavior and how and why it affects the communication process and when to deal with emotions and situations assertively
  • Communicate change with persuasion and win support – Reduce conflict that is a result of the change process

Duration:

1 or 2 days

Objectives:

Upon completion of this course a participant should be able to:

  • Manage conflict
  • Win the customer
  • Exert influence
  • Acquire self confidence
  • Handle difficult situations
  • Negotiate diplomatically, but firmly and develop skills and techniques on how to successfully develop skills and techniques on how to successfully develop win-win customer relationships and meet personal and organizational goals.

Content:

A complete process that includes the NECESSARY AND REQUIRED skills needed to manage conflict.

The Planning Process:

  • The need to communicate with trust-in order to gain productivity
  • How groups affect the communication process
  • Human needs and motivation
  • Give and receive feedback more effectively
  • Identify and achieve major communication goals-getting information
  • How to listen effectively
  • How to give and take criticism
  • Read body language
  • Group dynamics vs. individual dynamics
  • Communication skills to successfully resolve conflict

Assertiveness:

  • Choosing a pattern behavior-to assert without being aggressive
  • Say "no" without feeling guilty-say what you really mean instead of what someone wants to hear
  • Express anger without being hostile
  • Respond to the feelings of others
  • The need to understand human nature-the psychology of behavior
  • Create WIN-WIN situations
  • Develop self-confidence
  • Develop SELF-ESTEEM in one's self and others

Successful Negotiation Basics:

  • Strategies-Tactics-Avoiding mistakes-Planning-Understanding messages sent by the other party
  • Proper use of questions
  • Turn around a difficult situation by use of negotiation

Handling Difficult People:

  • Understanding AGGRESSIVE-ASSERTIVE-SUBMISSIVE behavior
  • How to handle the difficult person-the viper-the complainer-the bulldozer
  • How to gain cooperation from co-workers
  • Human relation problems in the work force

Methods:

  • Role-play
  • Lecturettes
  • Group Interaction
  • Inter Group Activities
  • Case Studies