MANAGING CONFLICT & DIFICULT PEOPLE

AFTER COMPLETION OF THIS COURSE, THE PARTICIPANT SHOULD BE ABLE TO:

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

1.  Reinforce and enhance good communications skills.
2. Learn to teach others how to be better listeners and communicators through role modeling.
3. Minimize conflict and deadlocks by learning the skills necessary to handle difficult people.
4. Integrate learned skills with client and employee behaviors to enhance personal effectiveness.
5. Increase your effectiveness in all business situations where dealing effectively with peers, subordinates, and superiors is required.
6. Learn to help others focus on interests and not take positions.
7. Increase their confidence and belief in themselves.
8. Enhance communications through the development of a common language.
9. Turn adversarial situations into welcome opportunities to communicate openly and effectively.
10. Understand and deal with the issues important to all parties in daily communications   situations. Deal effectively with passive aggressive individuals
11. Conflict resolution & the communication aspect.
12. Dealing with Difficult People (1)
13. Transactional Analysis
14. Understanding Basic Human Behavior
15. Types of Difficult People
16. Strategies of Dealing with Difficult People
17. Problems in Giving Feed-back
18. Giving Effective Feed-back Modul-JNS 2009
19. 13. Dealing with Difficult People (2)
20. Identification of Personal Needs
21. Interaction Principles
22. Problems in Coaching
23. Coaching and Counseling
24. Interviewing Techniques
25. Face-to-Face with Difficult People Session-4
26. Feed-back Session
27. Closing Modul-JNS 2009

INSTRUCTOR

Irfan Riza, SE, MSi, MA & Team / Rini Juni Astuti,SE,M.Si & Team / DR. HJ. Heni Iswati, SE., MM. & Team