Dealing with Anger and Conflict
This course is suitable for managers or supervisors, if you work in a role where you deal with people who are stressed or in states of higher emotion and would like to improve your skills.
Emotions can sometimes run high with colleagues, customers, employees and managers. In these situations, being able to recognise what is happening, understanding how to diffuse the situation and knowing how to generate a positive outcome makes you more effective in your role and helps you to maintain your work relationships.
The training is delivered face-to-face with a mix of taught input, theories and models using discussions, exercises and self-directed learning to guide you through the content.
Topics covered will include:
- Where do we encounter conflict and anger?
- What impact does it have?
- What do we want to be better at?
Understanding Conflict and Anger
- Conflict is not intrinsically bad - Lencioni’s 5 Dysfunctions
- Anger as a shield emotion – fear and sadness
- Misdirected Anger – bottling emotions, accidental and safe space releases
Physiology of anger and conflict
- Fight or flight
- Cortisol and adrenaline and impact on cognitive ability
- Controlling and reducing response – installing an anchor of calm
Dealing with anger in the moment
- Empathy vs patronising
- Repetition and paraphrasing
- Pacing and leading to productive states
Conflict resolution plan
- Create an effective atmosphere
- Clarify perceptions
- Focus on individual and shared needs
- Take a positive approach
- Generate options
- Develop a list of stepping stones to action
- Make mutual benefit agreements
- Part on good terms
- Understanding triggers
- Personal boundaries
- Stopping the conversation
- Exercises and scenarios
- Using support
- Breathing exercises
Further information and booking
If you're interested in this course, please contact us:
Business Partnerships, York College, Sim Balk Lane, York, YO23 2BB
Tel: 01904 770368 option 1