March 2/3, 2004 at UCD Main Library, room 130
2nd March 2004
9.30am Introduction
10.30am Coffee
1.00pm Break for Lunch in UCD Restaurant
3.30pm coffee
5.00pm Finish day 1
3rd March 2004
9.30am continuation from day 1
10.30am Coffee
1.00pm Break for Lunch in UCD Restaurant
3.30pm coffee
4.30pm Finish day 2
Programme Objectives:
Have knowledge of the nature and causes of conflict in work situations.
¨ Have assessed personal interactive style in dealing with conflict with others.
¨ Be able to effectively handle situations of conflict and aggression using conflict resolution techniques.
¨ Participate in practical role plays to develop skills with analysis and feedback.
Programme Content:
Introduction, Objectives and Expectations.
Identifying Conflict.
- What is conflict
- Causes of conflict
- Typical behaviours that demonstrate conflict potential
- Review of key situations of conflict of programme participants
Interactive Techniques for dealing with Conflict.
- Completion of interactive style questionnaire
- Series of exercises to address people behaviours and the principles of moving skills
- Analysis and feedback on interactive profiles from questionnaire
- Transactional analysis techniques for handling difficult people interactions – staff and customers
Conflict Resolution.
- Developing appropriate behaviours for dealing with difficult situations and people to achieve positive outcomes
- Assertiveness techniques
Aggressive, passive and assertive positions
Identification of assertive behaviours
- Do’s and don’ts of handling aggression and complaint issues
- Development of relevant role play situations and preparation to undertake roles
- Conducting of role plays with analysis and feedback
Individual Action Planning.
Review and Evaluation.
