Developing Potential Australia

Assertiveness & conflict resolution

Two days

This program provides strategies used by negotiators, counsellors and facilitators to manage difficult situations in a calm and controlled way.

What is assertive behaviour?

• What are the 'classic' indicators of passive, aggressive and assertive behaviour?
• Why do we react passively or aggressively when we know we shouldn't?
• Discover how to argue your point strongly without becoming aggressive
• How to control your emotions and behaviour when you are being criticised

Getting control of your emotions

• Why do emotions like anger, fear and anxiety surface in so many work situations?
• Why do we need emotions: why can’t we just rely on logic to resolve issues?
• How can emotions help us in difficult work situations?
• How to deal with people who manipulate emotions e.g. using guilt trips

What causes conflict?

• What are the 5 underlying causes of conflict and why is it inevitable at work?
• How to recognise the early warning signs of escalating conflict
• Why do people become aggressive over trivial issues?
• The simplest way to know when a healthy debate is becoming aggressive

The 5 conflict resolution strategies

• Defining the 5 conflict resolution strategies: Competing, Collaborating, Compromising, Withdrawing & Conceding
• Which strategy do you prefer to use most of the time?
• What are the strengths and limitations of each strategy?
• How to calmly choose the right strategy at the right time

Resolving problems in meetings

• What is the minimum outcome you can accept from a discussion?
• How will you justify your position e.g. facts, precedents, benefits to the team?
• The key to presenting a strong argument without being seen as aggressive
• How to ‘trade’ issues using the ‘if – then’ approach
• How to respond calmly to unreasonable demands
• Overcoming deadlocks and getting agreement

Giving constructive feedback

Most people avoid giving feedback to co-workers until a problem becomes a crisis.

• What are the costs of avoiding difficult issues?
• How to prepare your feedback to ensure you focus on behaviour not personalities
• Which words are likely to make co-workers defensive and hostile?
• How to choose positive words without ‘watering down’ your key points
• How to give constructive criticism to senior staff or managers
• How to give meaningful praise without feeling embarrassed

What makes people tick?

• What are Jung’s personality types?
• What is your type? (Questionnaire)
• How does your personality type affect the way you deal with people at work and home?
• How do people with your type tend to irritate colleagues…
• How to work more effectively with people who are very different to you

Standing up for yourself

• When do you find it difficult to express your view confidently e.g. to senior managers?
• When is it O.K. to argue your point or disagree with someone?
• How to acknowledge other people’s opinions without patronising them
• Discover the proven 3 step technique for stating your view calmly and logically under pressure
• How to control your frustration when people won’t listen
• How to put an end to personal 'jokes' without causing more hostility
  

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