Employers

"...delivering Handling Conflict in the Workplace training course in Birmingham, the West Midlands and Warwickshire."

Handling Conflict in the Workplace:

Location: Blossomfield Campus
This course starts on the following date(s)...

• Start date: Various dates available

• Please call 0121 678 7181 for further information

Introduction:

This course will be ideal for staff at the sharp end, behind a reception desk or anyone who is on the front line in dealing with the general public. It will show you how to deal successfully with difficult people and how to handle your own emotions professionally. It really will help you cope better with the stressful situations you can find yourself in.

After attending this course participants will have the ability to:

• identify common causes of conflict and verbal aggression in your work
• share your own experiences with others who have similar problem situations
• highlight reasons why conflict arises and be able to spot the typical build-up
• disarm anger and diffuse tension
• build up your own confidence and self-esteem
• use core interpersonal skills to `manage’ conflict effectively
• handle awkward calls over the telephone
• manage your own anger more professionally and assertively

There will be a high level of group participation including practical work and group discussion.

Programme Outline:

• What are our typical problem situations?
• What causes people to react in this way?
• What techniques do we currently use to manage these scenes?
• Core interpersonal skills - What are they? - How can we use them?
• Disarming anger techniques - When they should work - When they might not
• How can we build up our own confidence and self-esteem?
• How can we deal with our own anger?
• Forum theatre
• Action planning

Concessionary Course Fees:

There are no concessionary fees for this course. Any fees quoted should be taken as an indication. We reserve the right to make alterations. For information about our fees call 0121 678 7181 or email enquiries@solihull.ac.uk.

Additional information:

The fee includes tuition materials and refreshments.
Career and further study opportunities
We recommend the attendance of the following courses for a complete training programme:
For information about transport.