Overview:

This training program is designed to increase competence in the areas of assertive communication, influence, and conflict resolution. The focus is on real-life problems and challenges one faces in the workplace. Participants will understand how to increase their effectiveness in getting things done while building positive working relationships and avoiding aggressive or submissive behavior patterns.

Training Topics:

• Understanding conflict
• Defining conflict
• Understanding levels of conflict
• Traditional ways of handling conflict
• Persuasion
• In-depth perception
• Using others to persuade
• Empathy
• Managing emotions
• Negotiation
• Types of negotiation
• Stages of negotiation
• Skills of negotiation
• Dealing with ‘Aggressive’ and ‘Submissive’ behavior
• The art of saying ‘No’
• Case studies