Assertiveness training – dealing with conflicts

Why you should take this training?

During the training, the participants will learn conflict dynamics, identify their own ways of behaving in conflict situations and:

1. Gain skills necessary to understand the nature of conflict.
2. Develop ways of dealing with conflict compliant with the company's goals
3. Improve skills in setting boundaries in interpersonal situations
4. Hone skills in applying mediation and negotiation techniques.

Who is it for?

The training is intended first and foremost for managers and employees of all organisational units in an organisation.

Agenda of the training:

I. Conflict – definition:

1. Conflict theory
2. The origins of conflict
3. Degrees and course of conflict
4. Types of behaviour of the parties at conflict
5. Types of conflict in an organisation
6. Creative potential of conflict

II. Conflict resolution:

1. Psychosocial skills useful in conflict resolution
2. Role of perception and interpretation in conflict resolution
3. Communication styles
4. Types of interpersonal attitudes
5. Various conflict resolution strategies

III. Assertiveness in conflict:

1. Misunderstandings regarding the term “assertiveness”
2. Assertiveness principles and how their use affects conflict management
3. Defending your own psychological territory
4. Assertive reaction to a sense of harm or guilt in conflict
5. Assertive reaction to a sense of harm or guilt in conflict
6. Defending your own opinions and beliefs
7. Constructive criticism
8. Focus on solutions
9. Positive feedback
10. Assertive handling of difficult situations

IV. Mediation:

1. Specificities of mediation in professional life
2. Role of the mediator
3. Principles of mediation
4. Alternatives in mediation

V. Negotiations:

1. The negotiation process and its stages
2. Characteristics of soft and hard styles based on principles
3. Principles of the down-to-earth style: firm, partner-like, and solution-oriented behaviour.