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LEADERSHIP & MANAGEMENT

CONFLICT MANAGEMENT & DIFFICULT CONVERSATIONS

Uncover the roots of conflict and deal with it calmly and empathically.
INSTRUCTOR LED
FACE TO FACE OR ONLINE

MODULES

HOURS
LEARNING METRICS
ASSESSED & GRADED

WHO SHOULD TAKE THIS WORKSHOP?

This workshop is designed for anyone needs to have difficult conversations or wants to be able to handle conflict better. It will help you to better understand conflict and your place in it. You will discover step-by-step approaches to handling conflict and the difficult conversations that go with it..
avoid letting problems fester and grow
Avoid always approach conflict the same way
get through a difficult conversation without a fight or argument

LEARNING POINTS

  • Describe what makes conversations difficult
  • Explore the positive and negative aspects of conflict
  • Uncover their most and least preferred conflict management style
  • Decide which style to use in any given situation based on the pros and cons of the style
  • Avoid common errors people make during conflict
  • Start the conversation properly by focusing on the right purpose
  • Use the CEDAR method to help the conversation run smoothly
  • Reveal hidden interests and motivations Identify and respond to each of the seven types of pushback
  • Use tactical empathy to remain calm
  • Manage your voice and body language.

METHODOLOGY

Training with Mango maximises action and interaction, blending individual and group exercises. Participants master key concepts through role plays, games, quizzes, case studies, discussions and reflective sessions

STRUCTURE

1.    Understanding Conflict
Explore what makes conversations difficult and both the negative and positive effects of conflict. Discuss several examples of workplace conflict and uncover the cause underlying each case.

2.    Your Conflict Management Style
Identify your most and least preferred conflict management style. Compare the pros and cons of each style and which situations they are appropriate.

3.    Approaches to Conflict
Discuss how to survive a conflict situation and what to avoid when faced with a difficult conversation. Practice using the CEDAR method to start the conversation on the right track with the right purpose in mind.

4.    Uncovering Interests
Avoid being confused by positions or opinions and cut straight through to the interests or reasons behind the feelings or behaviour of the other person. Roleplay asking questions to uncover these interests without creating conflict.

5.    Overcoming Pushback
Uncover the seven types of pushback and practice responding to each. Examine how to use tactical empathy to manage your own emotions and to the understand theirs. Build rapport and trust and avoid escalating the situation.

Talk to us about your training.

Contact details

GET IN TOUCH

Address
MANGO TRAINING SDN BHD
E-13-13-A PLAZA MONT KIARA
2 JALAN KIARA
50480 KUALA LUMPUR, MALAYSIA
Phone
+60 (0)3 6419 1828
E-mail
info@mangotraining.com
Hours of operation
Monday - Friday 9.00 - 19.00