Dealing with Difficult Relationships at Work

We aim to ensure that our bespoke training is flexible, and meets the individual needs of our customers. Part of the bespoke service will be to tailor the content of the course to any organisational objectives in commissioning the training, as well as the specific interests/needs of the participants themselves. The training that we deliver will reflect your organisational culture and working practices and will include relevant examples from your own field of business.

Modules for possible inclusion:

Definitions and examples of 'difficult' relationships: Identifying a range of workplace examples and understanding what makes relationships at work difficult for different people

Personal reactions to conflict: Understanding instinctive reactions and identifying different approaches to conflict

Understanding the situation: Analysing the dynamics of the situation, the "games people play" and managing blocks

Difficult relationships model: Recognising the benefits of using a positive model, understanding the principles and the six phases, and identifying useful calming behaviours at each phase

Key skills and processes: Self-assessment of key skills; understanding the processes of conflict management, influence, negotiation and stress management

Effective communication: Analysing the role of assertive communication in reducing and responding to conflict; developing effective listening and questioning skills to ensure mutual understanding

Disagreeing assertively: Using assertiveness techniques to present opinions clearly and concisely whilst minimising the chance of conflict

Handling conflict with customers: Understanding and dealing positively with conflict with internal and external customers

Applications: Analysing scenarios, identifying solutions and putting the skills into practice

Action Planning: Identifying continuing personal development needs and extending learning into the workplace.