This interactive workshop is focused on the skills to help managers feel and be more confident in tackling uncomfortable situations, view conflict as less of a threat and accept that at times, inevitably, human interactions go wrong.
‘Confrontation’, ‘conflict’, ‘challenging behaviour’ – terms that stop people managers in their tracks because they are uncomfortable, destructive and stressful.
This interactive workshop is focused on the skills to help managers feel and be more confident in tackling uncomfortable situations, view conflict as less of a threat and accept that at times, inevitably, human interactions go wrong.
This interactive session will provide a safe and constructive environment for discussions around how hard it is to manage difficult behaviour and conflict, and look at how practically applied tools and knowledge can improve situations significantly.
By attending this course, you will:
Delve into what conflict and confrontation are really about
Understand that you can influence others and their behaviour
Learn about Covey’s Circles of Control, and how to use this model
Learn about Transactional Analysis and how to apply this in your interactions
Explore how feedback is a valuable tool for managing expectations and behaviour
Understand how to diffuse conflict, fairly and constructively – using de-escalation
Appreciate your strengths, and how you impact positively or negatively on others.
Course outline
Your profile, understanding your own reponses and building your resilience
Conflict and confrontation – what’s behind it? How to recognise warning signs
Practical application of theory: tools that work and improve your ability to deal with challenging behaviour
Responding with confidence as a manager, what works and what doesn’t
Emotional intelligence – your secret weapon
Action planning for your development.
Who should attend?
Everyone who manages people.
About us
HQN provides high-quality advice, tailored support, and training on everything to do with housing. We have a proven track record of helping organisations and individuals respond to the challenges of an ever-evolving sector.
HQN was originally set up by Alistair McIntosh and David Garland in 1997 to help social housing organisations navigate the new policy and regulatory landscape introduced by the New Labour government.
From Decent Homes, the creation of the ALMO movement and the Audit Commission inspection regime to the austerity years, government cuts, and the ongoing fallout from the Grenfell disaster, HQN has supported the sector every step of the way.
We have always been proud of our ability to provide fast, practical guidance to the housing profession. We do this in a range of different ways:
The Housing Quality Network – our main best practice network
Nine innovative specialist networks
Consultancy support
Accreditation
Training
Events and workshops.
What we offer
Vast expertise in housing management, asset management, housing finance, governance, leasehold management, policy and strategy, income collection, tenancy sustainment, private rented sector housing, resident engagement, neighbourhood management and building safety
Access to a wide range of associates who are all experts in their fields
Access to a bank of information and good practice drawn from our network membership and our work with the best in class
A well-respected company with a proven commitment to the social housing sector and a strong track record.
If you want to overcome workplace wellness challenges – you can create a great work environment through training, development and coaching – to ensure your people are motivated, engaged and inspired to want to deliver for you by providing the right training and development interventions.
It’s not possible for everyone to agree all the time. It’s important to learn how to manage disagreements so that they do not harm relationships. By learning skills to manage conflict, you can approach disagreements with confidence to enable you to manage your relationships.
The course focuses on the skills required to build good relationships, to minimise the risk of conflict and to deal with conflict when it arises in a constructive manner. The course delivers practical techniques to enable you to difficult and potentially confrontational situations confidently.
Communicate assertively in a conflict situation, without harming the customer relationship
This course is for anyone who wants to develop their knowledge and skills to manage conflict properly, helping you gain a better understanding of how conflict can arise and the skills needed to overcome these challenges within the working environment.
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