SPECIAL OFFER - EXTRA VALUE
Dealing Witih Difficult People Skill Set includes these Awards:
1. Statement of Attainment - Conflict Management
2. Certificate of Completion - Stress Management
PLUS these complimentary texts:
- Coping Better with Negative Emotions
- Helping People Cope with Grief or Crisis
- Managing Relationships
- Working With People
ALL for the price of a short course
Lesson Structure
There are 8 lessons in this course:
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Conflict Management and Anger
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What is Conflict?
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Conflict Handling Techniques.
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Conflict Handling Styles.
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Comparing Strategies to Handle Conflict.
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Scope and Nature of Anger.
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Approaches to Handling Anger.
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Anger Management Techniques.
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Dealing with Anger in Yourself and Others.
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Listening
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Channels of Communication.
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Stages of Listening.
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Obstacles to Listening.
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Emphatic Listening.
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Ground Rules for Listening.
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Listeners in Control.
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Emotions.
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Traps for Listeners.
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Negotiation
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Scope and Nature of Negotiating.
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The Establishment Group.
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The Community Group.
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Bargaining in Negotiations.
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Win-Win Bargaining or Integrative Bargaining.
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Being a Skilled Negotiator.
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The Joint Problem Solving Approach.
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Writing a Brief.
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Guidelines.
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Negotiating Mistakes.
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Dealing with Difficult People.
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Finding a Solution.
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Mediation
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What is Mediation?
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When is Mediation Called for?
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The Mediators Role.
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The Mediation Process.
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Team Work.
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Mediation Model.
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Alternative Dispute Resolution.
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Facilitation
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Nature and Scope of Facilitation.
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Preparing the Facilitation Meeting.
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Attributes of a Good Facilitator.
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Stress and the Fight or Flight Response.
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Symptoms and Effect of Stress.
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A Stress Management Response Program.
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Balance of Power
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Problems with Negotiation.
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Problem of Re-entry.
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Balance of Power.
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Dealing with Power Imbalance.
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Verbal Bullying.
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Asking Questions.
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Information and Experience.
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Agenda Setting.
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Role Playing.
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Needs Exploration.
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Ending a Meeting.
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Discussion and Group Work
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Group Conflict Management Exercises.
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Anger Exercises.
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Listening Exercises.
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Negotiation and Mediation Exercises.
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Joint Problem Solving Exercises.
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Role Play Exercises.
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Conducting Structured Exercises in Small Groups.
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What to Avoid.
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Evaluation.
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Crisis Analysis and Responses
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Nature and Scope of a Crisis.
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Response to Crisis.
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Guidelines.
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Interventions.
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Principles and Goals of Crisis Intervention.
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Crisis Intervention Techniques.
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Debriefing.
Each lesson culminates in an assignment which is submitted to the school, marked by the school's tutors and returned to you with any relevant suggestions, comments, and if necessary, extra reading.
Aims
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Describe the nature of human conflict and ways to manage it.
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Explain the importance of listening when dealing with conflict situations, and appreciate different listening techniques.
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Define negotiation and discuss the process of negotiation
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Define mediation and discuss the process of mediation
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Define facilitation and discuss the process of facilitation
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Discuss problems that may arise through negotiation, in particular, balance of power and its connotations
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Explain the importance of working in groups as a means of learning how to deal with group conflicts
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Explain ways of understanding and dealing with different types of crisis.
What You Will Do
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Review five conflict handling styles
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Look at methods for dealing with anger
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Find out how to control listening and traps listeners experience
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Understand empathic listening
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Look at negotiation between a community and establishment
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Make practical suggestions for negotiation
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Identify responsibilities of a mediator, mediation processes, agreements, team work, and settling behaviours
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Review factors influencing the balance of power
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Consider the use of role play
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Determine how to conduct structured experiences in small groups
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