Course Name

Assertiveness and conflict management

From tension to understanding
  • Duration: 1 Day(s)
  • Date: On Request
  • Price: R2, 075.00 (excl. VAT)
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Course Introduction

This course is to equip participants with the skills and knowledge to handle conflicts constructively and communicate assertively, fostering a more harmonious and productive work environment.

Course Delivery Method

Our courses have flexible delivery options:

  • In-person classroom training at the Impactful training
    facilities

  • Virtual instructor-led training
  • Nationally: on-site at the client

Course Objectives

By the end of this course, you will be able to:

  • Understand the concepts and importance of assertiveness and conflict management.
  • Identify their personal conflict management style and its impact on their interactions.
  • Develop and practise assertive communication techniques.
  • Apply conflict resolution strategies to real-life situations.
  • Enhance their ability to manage and de-escalate conflicts in a professional setting.

Course Content

  • Module 1: Introduction to Assertiveness and Conflict Management
    • Definitions and significance of assertiveness and conflict management
    • The relationship between assertiveness and effective conflict resolution
    • Common misconceptions about assertiveness and conflict
  • Module 2: Self-Assessment and Understanding Personal Styles
    • Self-assessment tools to identify personal conflict management styles (e.g. Thomas-Kilmann Conflict Mode Instrument)
    • Analysis of different conflict management styles: Avoiding, Accommodating, Competing, Compromising, and Collaborating
    • Understanding personal triggers and responses in conflict situations
  • Module 3: Building Assertiveness Skills
    • Characteristics of assertive behaviour vs. passive and aggressive behaviours
    • Techniques for developing assertiveness: “I” statements, active listening, and setting boundaries
    • Practicing assertiveness in various scenarios (role-playing exercises)
  • Module 4: Communication Skills for Conflict Management
    • The role of effective communication in conflict resolution
    • Techniques for active listening and empathetic communication
    • Managing emotions and staying calm under pressure
    • Giving and receiving constructive feedback
  • Module 5: Conflict Resolution Strategies
    • The conflict resolution process: From identification to resolution
    • Strategies for managing and resolving conflicts: Mediation, negotiation, and collaboration
    • The importance of finding win-win solutions and maintaining relationships
    • Practical exercises and case studies to apply conflict resolution techniques
  • Module 6: Managing Conflict in Teams and Organisations
    • Dynamics of conflict in teams and larger organisations
    • Strategies for fostering a culture of open communication and trust
    • The role of leadership in conflict management
    • Techniques for managing group conflicts and facilitating team problem-solving sessions
  • Module 7: Dealing with Difficult People and Situations
    • Identifying and understanding difficult behaviours in the workplace
    • Strategies for dealing with difficult people assertively
    • Techniques for de-escalating tense situations and managing stress
    • Real-life scenarios and role-playing exercises
  • Module 8: Action Planning and Skill Integration
    • Developing a personal action plan to apply assertiveness and conflict management skills
    • Setting realistic goals for continued growth and improvement
    • Resources for further learning and development
    • Group discussion and feedback session to reinforce learning and share experiences
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Get in touch

Contact the Impactful team if you need any assistance.
Email: impactful@lrmg.co.za
Tel: +27 87 941 5764

Course Introduction

This course is to equip participants with the skills and knowledge to handle conflicts constructively and communicate assertively, fostering a more harmonious and productive work environment.

Course Delivery Method

Our courses have flexible delivery options:

  • In-person classroom training at the Impactful training
    facilities

  • Virtual instructor-led training
  • Nationally: on-site at the client

Course Objectives

By the end of this course, you will be able to:

  • Understand the concepts and importance of assertiveness and conflict management.
  • Identify their personal conflict management style and its impact on their interactions.
  • Develop and practise assertive communication techniques.
  • Apply conflict resolution strategies to real-life situations.
  • Enhance their ability to manage and de-escalate conflicts in a professional setting.

Course Content

  • Module 1: Introduction to Assertiveness and Conflict Management
    • Definitions and significance of assertiveness and conflict management
    • The relationship between assertiveness and effective conflict resolution
    • Common misconceptions about assertiveness and conflict
  • Module 2: Self-Assessment and Understanding Personal Styles
    • Self-assessment tools to identify personal conflict management styles (e.g. Thomas-Kilmann Conflict Mode Instrument)
    • Analysis of different conflict management styles: Avoiding, Accommodating, Competing, Compromising, and Collaborating
    • Understanding personal triggers and responses in conflict situations
  • Module 3: Building Assertiveness Skills
    • Characteristics of assertive behaviour vs. passive and aggressive behaviours
    • Techniques for developing assertiveness: “I” statements, active listening, and setting boundaries
    • Practicing assertiveness in various scenarios (role-playing exercises)
  • Module 4: Communication Skills for Conflict Management
    • The role of effective communication in conflict resolution
    • Techniques for active listening and empathetic communication
    • Managing emotions and staying calm under pressure
    • Giving and receiving constructive feedback
  • Module 5: Conflict Resolution Strategies
    • The conflict resolution process: From identification to resolution
    • Strategies for managing and resolving conflicts: Mediation, negotiation, and collaboration
    • The importance of finding win-win solutions and maintaining relationships
    • Practical exercises and case studies to apply conflict resolution techniques
  • Module 6: Managing Conflict in Teams and Organisations
    • Dynamics of conflict in teams and larger organisations
    • Strategies for fostering a culture of open communication and trust
    • The role of leadership in conflict management
    • Techniques for managing group conflicts and facilitating team problem-solving sessions
  • Module 7: Dealing with Difficult People and Situations
    • Identifying and understanding difficult behaviours in the workplace
    • Strategies for dealing with difficult people assertively
    • Techniques for de-escalating tense situations and managing stress
    • Real-life scenarios and role-playing exercises
  • Module 8: Action Planning and Skill Integration
    • Developing a personal action plan to apply assertiveness and conflict management skills
    • Setting realistic goals for continued growth and improvement
    • Resources for further learning and development
    • Group discussion and feedback session to reinforce learning and share experiences

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Email: impactful@lrmg.co.za
Tel: +27 87 941 5764

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