Course Aims: This course will teach delegates how to manage and diﬀuse conﬂict.
Course Content Includes
Deﬁning a diﬃcult person
Working with diﬃcult people
How does body language aﬀect conﬂict?
Using honesty and agreement
Turning arguments into discussions
Active listening and responding
Dealing with strong feelings
Delivering bad news
Choosing appropriate conﬂict
Creating win-win: achieving resolution