TRAINING MANAGING CONFLICT AND DEALING WITH DIFFICULT PEOPLE
TRAINING MANAGING CONFLICT AND DEALING WITH DIFFICULT PEOPLE
Training Mengelola Konflik Dan Berurusan Dengan Orang Sulit
Training Generating Vs Confronting Conflict
OBJECTIVES
1. Understand the role and function of managers in conflict resolution within the groups and the organizations.
2. Understand a number of essential conflict management approaches and an associated range of strategies, tactics, and techniques.
3. Develop skills of communication and assertiveness as a bases of enhancing the effectiveness of conflict management and dealing with difficult people.
4. Understand the basic human behavior of difficult people.
5. Develop skills of negotiation through win-win solution in managing conflict and dealing with difficult people.
COURSE OUTLINE
DAY 1
Conflict Resolution & the Communication Aspect.
Session 1
* Opening
* Definition and Sources of Conflict
* Component of Conflict (Interests, Emotions, and Values)
* Models of Conflict
Session 2
* Bases of Managing Conflict
* Generating vs Confronting Conflict
* The Role of Managers
* The Styles of Managing Conflict
* Force Field Analysis
Session 3
* The Communication Pyramid
* 12 Barriers to Effective Communication
* Managing Emotions
Session 4
* Active Listening
* Assertiveness Skills
DAY 2
Dealing with Difficult People (1)
Session 1
* Transactional Analysis
* Understanding Basic Human Behavior
Session 2
* Types of Difficult People
* Strategies of Dealing with Difficult People
Session 3
* Problems in Giving Feed-back
* Giving Effective Feed-back
DAY-THREE:
Dealing with Difficult People (2)
Session 1
* Identification of Personal Needs
* Interaction Principles
Session 2
* Problems in Coaching
* Coaching and Counseling
Session 3
* Interviewing Techniques
* Face-to-Face with Difficult People
Session 4
* Feed-back Session
* Closing
INSTRUCTOR
Drs. Amien Wibowo, MBA.
DELIVERY TYPE
Lecturing, interactive discussion, games, and case study
training generating vs confronting conflict terbaru
