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Course Descriptions

In a business world where there’s a constant drive to get more done for less, to respond rapidly to change, and to produce the highest standards of quality and service, a key skill for leaders and managers is to build high performing teams.

Managing Conflict and Difficult Behaviour 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.

Course Topics

Module 1 (17 mins) Managing Conflict

Module 2 (24 mins) Managing Difficult Behaviour

Learning Outcomes

Once you have completed this course, you will have learnt how to successfully manage conflict and handle difficult behaviours. Specifically you 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 four types of intervention
• Namefour4 common types of difficult behaviours and outline a strategy for successful handling of each

Audience: First line managers, supervisors, project managers and team leaders.