Dealing With Conflict

4 – 8 hours

This course will help participants understand what causes good and bad behavior, understand how attitudes are formed, develop skills on improving attitudes and increase counseling skills.

• Identify problem behavior
  · How this behavior impacts the organization
• Traditional ways in dealing with difficult people
  · Why traditional ways fail
• The Behavior Cycle
  · Predicting behavior
  · Perception and paradigm
  · People's needs
• Hold effective counseling sessions
  · What works
  · What doesn't work
• Developing an action plan to improve behavior
  · Steps to success
  · Making the plan work
• What to do when all else fails
  · How to terminate the problem
• Bringing it all together
  · Review of program