MANAGING CONFLICT & DEALING WITH DIFFICULT PEOPLE – Pasti Jalan

MANAGING CONFLICT & DEALING WITH DIFFICULT PEOPLE

Jentra Dagen Hotel, Yogyakarta |  13 – 15 November 2013 | IDR 5.800.000

 

OBJECTIVES

After completion of this course, the participant should be able to:

1. Understand the role and function of managers in conflict resolution within the groups and the organizations.
2. Understand a number of  essential conflict management approaches and an associated range of strategies, tactics, and techniques.
3. Develop skills of communication and assertiveness as a bases of enhancing the effectiveness of conflict management and dealing with difficult people.
4. Understand the basic human behavior of difficult people.
5. Develop skills of negotiation through win-win solution in managing conflict and dealing with difficult people.

 

WHO SHOULD ATTEND

Senior Staff, Supervisor, Manager in various fields and functions. Senior leaders, Directors and other interested parties who are interested and involved.

 

 

SUMMARY OUTLINE

Conflict resolution and the communication aspect

• Definition and Sources of Conflict
• Component of Conflict (Interests, Emotions, and Values)
• Models of Conflict
• The Communication Pyramid
• 12 Barriers to Effective Communication
• Managing Emotions
• Active Listening
• Assertiveness Skills

Dealing with Difficult People (1)

• Transactional Analysis
• Understanding Basic Human Behavior
• Types of Difficult People
• Strategies of Dealing with Difficult People
• Problems in Giving Feed-back
• Giving Effective Feed-back

Dealing with Difficult People (2)

• Identification of Personal Needs
• Interaction Principles
• Problems in Coaching
• Coaching and Counseling
• Interviewing Techniques
• Face-to-Face with Difficult People

 

COURSE METHOD

• Presentation
• Discuss
• Case Study
• Evaluation
•  Simulation

 

COURSE SPEAKER

Irfan Riza, SE, MSc, MA (CM)

(Certified Mediator and Senior Consultant in Conflict Transformation, CSR based on ISO 26000, Social  Audit, Government Relations, Community Building and Development )

TIME & VENUE

• Jentra Dagen Hotel, Jl. Dagen 85 Malioboro Yogyakarta
• 13-15 November 2013
• 3 days
• 08 am – 04 pm

 

FACILITY

• Module / Handout
• Certificate
• Souvenir
• Training Kit

 

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