Dealing with Difficult People bundle
100-hour Conflict Management tutor facilitated short course
Plus BONUS 20-hour Stress Management automated course
Plus 4 BONUS eBooks
- Coping Better with Negative Emotions
- Helping People Cope with Grief or Crisis
- Managing Relationships
- Working With People
ALL for the price of 100-hour course.
There are eight lessons in the 100-hour Conflice Management course structured as follows:
1. Conflict Management and Anger
- What is Conflict
- Conflict Handling Techniques
- Conflict Handling Styles
- Comparing Strategies to Handle Conflict
- Scope and Nature of Anger
- Approaches to Handling Anger
- Anger Management Techniques
- Dealing with Anger in Yourself and Others
2. Listening
Channels of Communication- Stages of Listening
- Obstacles to Listening
- Empathic Listening
- Ground Rules for Listening
- Listeners in Control
- Emotions
- Traps for Listeners
3. Negotiation
- Scope and Nature of Negotiating
- The Establishment Group
- The Community Group
- Bargaining in Negotiations
- Win-Win Bargaining or Integrative Bargaining
- Being a Skilled Negotiator
- The Joint Problem Solving Approach
- Writing a Brief
- Guidelines
- Negotiating Mistakes
- Dealing with Difficult People
- Finding a Solution
4. Mediation
- What is Mediation
- When is Mediation Called for
- The Mediators Role
- The Mediation Process
- Team Work
- Mediation Model
- Alternative Dispute Resolution
5. Facilitation
- Scope and Nature of Facilitation
- Preparing the Facilitation Meeting
- Attributes of a Good Facilitator
- Stress and the Fight or Flight Response
- Symptoms and Effect of Stress
- A Stress Management Response Program
6. Balance of Power
- Problems with Negotiation
- Problem of Re-entry
- Balance of Power
- Dealing with Power Imbalance
- Verbal Bullying
- Asking Questions
- Information and Experience
- Agenda Setting
- Role Playing
- Needs Exploration
- Ending a Meeting
7. Discussion and Group Work
- Group Conflict Management Exercises
- Anger Exercises
- Listening Exercises
- Negotiation and Mediation Exercises
- Joint Problem Solving Exercises
- Role Play Exercises
- Conducting Structured Exercises in Small Groups
- What to Avoid
- Evaluation
8. Crisis Analysis and Responses
- Nature and Scope of a Crisis
- Response to Crisis
- Guidelines
- Interventions
- Principles and Goals of Crisis Intervention
- Crisis Intervention Techniques
- Debriefing
