Managing Monsters

Half day

Staff Management Development Program - Resolving Conflict, Managing Difficult People

There’s at least one in every organisation: the person you just can’t seem to get on with.  Learn how to keep your cool, deal with conflict and develop your management skills to turn your monsters into mates and develop your management skills to become skilled and efficient. 

Who Should Attend:

Team Leaders, Supervisors and Managers

Objectives:

By the end of this module you will be able to:

• Stay calm and manage your own reactions to the emotional outbursts of others.

• Diffuse the emotions so that a rational, problem-solving discussion can take place.

• Find out what’s actually the problem by listening and asking questions.

• Resolve conflict.

Content:

Scope of control

-       Who are these monsters?

-       What climate are you creating?

Key Steps:

-       Calm yourself down first

-       Acknowledge they’re upset

-       Listen

-       Look beneath the surface

-       Get them on side

-       Be positive

-       Agree on the next step

Putting it all together

-      Practice the techniques on a pre-prepared real-life scenario.