The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a posi­ tive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals.

Success comes from understanding how we behave, how we react to others, and how  our  behaviors can influence others. When a co-worker can meet with a teammate to address a negative attitude or anger, it increases the team’s chances of being successful. It also reduces the number of destructive conflicts the team may have. The customer service agent who can calm down an angry customer usually keeps that customer loyal and improves everyone’s chances for a less stressful day. This course is designed to help give you and your organization that step up.

• Define the types and stages of conflicts.
• Understand common conflict resolution methods and know when to use them.
• Discover new and effective methods for dealing with difficult people.
• Use specific techniques for managing and handling Anger.
• Use verbal and non-verbal communication skills to manage emotions and facilitate positive
• Develop coping techniques for handing difficult people and situations conversations.
• Build your confidence to address conflicts positively rather than avoid them.
• Use techniques to mediate conflicts with your team members or co-workers.
• Control your emotions when other people around you are angry.
• Communicate with others in a constructive, assertive way.