Understand How to De-Escalate Conflict

Overview
Curriculum
Instructor

To watch a sample of this course, Click the”Curriculum Tab“.

Why this Course is Important

“Learn how to manage high conflict conversations and guide difficult interactions towards positive changes.”

Nothing can be more debilitating than to engage with someone who wants to argue, create drama, cause a scene, is being unreasonable or just plain difficult. The reality is that when you’re working with other people, disagreements and conflict at some time is inevitable. The good news is that it doesn’t have to worsen or end badly.

Having a framework to diffuse a difficult situation and knowing how to manage these tense situations better can be the difference between resolving the issues quickly or having them continue.

If you want to communicate with co-workers, customers or even family members who at times get agitated, upset or angry and if you want a way to reduce the tension and turn around a difficult situation dramatically, then Understanding How to De-Escalate Conflict will give you to the tools to do precisely that.

Course Objectives

Successful completion of this course will increase your ability to:

Explain how emotional responses differ from rational responses in conflict.
Understand that conflict can be good and bad and learn the difference.
Why emotional responses can differ from rational to irrational when you’re in a conflict.
Learn words and phrases you should avoid when dealing with an angry or agitated person, as they will only worsen the situation.
Learn a proven process that can diffuse any tense or conflict situation.

What Will You Learn

What is conflict, and is it always negative?
Understanding how what might appear to be an innocent remark can lead to conflict.
What is a conflict rollercoaster, and why you don’t want to get on it?
What do people who are upset, angry or wanting to escalate a conversation want from you?
Five things you should avoid saying or doing when someone is agitated.
Use the six-step conflict resolution framework to instantly connect, communicate, and diffuse a tense situation.
Practical ways to resolve conflict with the least amount of stress.

Personalised Certificate for Completion

At the end of each training session, participants will be asked to complete a short assessment based on the course covered and receive a personalised downloadable certificate.

Professionally Designed Workbook Included

Your course comes with a professionally-designed downloadable workbook. The workbook will allow you to add information gained during the training, as well as add your own thoughts and observations. The last page of the workbook contains a personal action plan to help you implement the key lessons from this training session.

BONUS: For managers, team leaders, and supervisors attending this training, you will also receive a bonus coaching question sheet. This is the perfect tool for having powerful coaching conversations with individuals or your entire team about this topic.

Paul Puckridge

For the past 26 years, Paul Puckridge has been the training director and head instructional designer at The Success Institute. Over nearly three decades, Paul has trained over 10,000 managers and employees from any of Australia's most respected and well-known private and public organisations. Paul has a passion for professional development, ongoing learning, and a deep desire to help develop Australian managers' and employees' skills and work smarts.