Conflict management/dealing with difficult people


Prevent the conflict

before it gets out of hand

or cool it down after it does

2-day workshop


Most people try to avoid conflict. But conflict is not always a bad thing. Conflict can result in innovation and new, improved understandings, IF we know how to manage it. Rather than reacting on a purely emotional level, now you can learn and practice the skills to manage disputes and disagreements positively and pro-actively at work, at home and in society.

In addition to various acute conflict settings, we will also learn how to cope with chronically “difficult” people. You will project yourself in crucial situations and practice the skills to respond perfectly. Increase your sensitivity to others’ behaviors and reply constructively; you will be surprised at how well it works! On video you will see yourself as others see you, followed by instant peer/trainer feedback. In the next video your correction will be already visible, demonstrating your own success and adaptability.

Poor communications are at the root of most of our interpersonal and team problems. Indeed most of the problems we face are related to how we have a) communicated our messages to others, or b) how we have filtered their incoming messages.

Conflicts come in all types, driven by various motivations, circumstances and behaviors. In this course you will develop your:

  • level of empathy to recognize people’s motives
  • self-control
  • emotional intelligence
  • rhetorical skills
  • assertiveness

Thanks to this workshop, you will be able to not only cure conflict, but also prevent it. By becoming aware of your own communication filters, understanding the action/reaction principle and opening other people’s minds to the possibilities and potentials, the result is better relationships and, ultimately, increased success.

Who should attend:

Two courses are offered:

(a) for Business professionals and their working environment,

(b) Interpersonal conflict in personal relationships.

If you want to expand your conflict management skills, and are willing to change your own behaviors during conflict situations to find productive ways to manage conflict and communication in general.

Causes for Conflict:

  • Differences in Values
  • Differences in Goals
  • Differences in Perception
  • Role Pressures
  • Lack of Communication
  • Basic Misunderstanding
  • Limited Resources
  • Power Struggles
  • Change

Solutions for Conflict Situations:

  • Understanding your own & the other’s style: identify and react accordingly
  • Promote the development of sound and stable labor-management relations
  • Settling disputes through an empowering process
  • Intervention, mediation and voluntary arbitration as the preferred processes for settling issues
  • Develop the art, science and practice of conflict resolution
  • Establish and maintain constructive joint processes to create organizational effectiveness
  • Offer a practical way to resolve disputes and preserve relationships

Program Benefits:

  • Increase your personal impact and credibility
  • Identify the Filters of perception
  • Seeing the big picture
  • Increase listening skills with Active/Effective listening
  • Feedback – effectively give & get
  • Read others’ body language and adjust your own
  • Ensure you are never misunderstood (clarity + confirmation)
  • Speak fluently and confidently even under stress
  • Handle difficult meetings sensitively and constructively
  • Recognize and overcome conflict timely
  • Learn to deal with problem situations: common sense
  • Maximize your verbal and non-verbal communication skills
  • Control anger with a simple technique
  • The 7 Types of difficult people, their ways, and how to neutralize them

What we will cover

Training Methods:

Experiential training by role-playing and resolving model situations. The role-plays (in pairs and teams) are recorded and monitored by video-camera. Recorded tapes are immediately analysed by the trainer with appropriate feedback.

Various diagnostics and reviews will be used at regular intervals. These are designed to encourage the participants to learn from each other.

The trainer focuses on revealing and repeating correct courses of action and communication techniques, using the most useful formulations, the best objection handling, verbal and non-verbal signals analyses.

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