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Conflict in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. It can be extremely costly.
This 'Time and Energy' participative program analyses the types of conflict that occur and sets guidelines for managing those situations.
- What Constitutes a Conflict?
- Elements of a Conflict
- The People Involved
- Levels of Authority
- Urgency
- Communication Channels
- Costs of Conflict
- Loss of Productive Time
- Low Morale and Motivation
- Bad Decisions
- Relationships at Work
- Varying Levels, Characters and Attitudes
- Difficult People
- Who Are They?
- Why they are Difficult
- How To Stay Calm
- Changing Behaviour
- Understanding Differing Personalities
- Recognition
- Expectations and Work Ethics
- Strengths and Weaknesses
- Communication Skills
- Giving and Receiving Criticism
- Responding with Confidence and Composure
- Addressing Hostility and Aggression
- The Chameleon Technique
- Using Your Body Language
- Words to De-escalate and Win
- Timing the Communication
- Motivating Staff
- A Checklist for Solving People Problems
- Case Studies
- Delegate Action Plans
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