This course will help you to shape the way your team communicates and works together. It will help you handle conflict positively and constructively, and it will equip you with techniques to make the best of any challenging people and situations you might encounter.
Click on the icons below to view details of the course in your chosen delivery method.
Module 1 Managing Conflict (17 mins)
Conflict Between Team Members
Module 2 Managing Difficult Behaviour (24 mins)
Handling Difficult Behaviours Effectively
Key Learning Outcomes
Once participants have completed this programme, they will have learnt how to successfully manage conflict and handle difficult behaviours. Specifically they will be able to:
- State why conflict might occur.
- Describe how conflict can positively affect the team.
- Describe five common ways that individuals respond to conflict.
- Describe coping strategies for each response.
- Describe a general stepped approach to conflict resolution.
- Describe the barriers people put up to participation.
- Define what constitutes difficult behaviour.
- Identify when it’s appropriate to make an intervention.
- State the goal of making an intervention and describe 4 types of intervention.
- Name 4 common types of difficult behaviours and outline a strategy for successful handling of each.
Balance Learning Classroom Resource Packs have been designed to make it easy for trainers and line managers to deliver classroom sessions to help students develop skills and understanding. Each pack includes:
- A Workshop Guide
- Reproducible Student Handouts
- DVD or CD-Rom containing slides and video clips
For more information about our Classroom Resource Packs please click here.
Managing Meetings is part of our Facilitating Team Communication Suite. The Workshop Pack complements both Managing Meetings and Managing Conflict & Difficult Behaviour - it can be used to support the individual course or in conjunction with both courses.
The purpose of this workshop is to help students understand how the organisation expects its leaders to communicate with their team, how to observe different behaviours, identify and resolve any common meeting problems, manage conflict and how to handle difficult behaviours effectively. The workshop enables students to practise some of the skills required to facilitate successful team meetings and team relationships.
Sessions include:
- Introduction
- Facilitating Team Meetings: Getting on the Right Track
- Facilitating Team Meetings: Managing the Flow
- Facilitating Team Meetings: Resolving Common Meeting Problems
- Facilitating Team Communication: Managing Conflict Between Team Members
- Facilitating Team Communication: Handling Difficult Behaviours Effectively
- Closing Session
Our unique three-step approach is the flexible blend of the above e-learning, CD-Rom or DVD learning with our dynamic classroom techniques and practical workplace activities. Our blended process is flexible and its components can be used in a variety of combinations.
This training blend can be scheduled and automated by our easy-to-use piece of software, The Balance Portal, which has an optional 360° feedback module. Alternatively, online components can be used within a SCORM compliant LMS.
During the Action activities, the emphasis is very much on helping the participant use opportunities within their normal working environment to implement their new knowledge and or skills. They will be building confidence outside the protected environment of the classroom sessions.
Participants are assigned Action Dimension™ Activities at regular intervals via email. This is the trainer’s opportunity to support the participants as they take the knowledge and skills they’ve learned and apply them to real workplace situations.
