In today’s challenging business environment, it takes more than expertise and contacts to be successful.   Professional knowledge and organizational contacts can become obsolete with the next change in technology or organizational structure.

Successful people rely on something much more permanent.   They know how to get the cooperation of others.   They know how to gain credibility, present their ideas, and minimize opposition.   They know how to persuade others and get the results they want.

But successful people aren’t naïve.   They also know conflict is inevitable.   They know a high degree of conflict can impede progress, create unproductive tension, and waste large amounts of time and money.   So they’ve learned a process for generating solutions, resolving conflict, and promoting harmony.

This program will give you the skills you need to get people to work with you instead of against you.   And there are few skills in life more important than that.

OBJECTIVES:

• To understand what motivates cooperative effort

• To learn strategies that influence others to accept your ideas

• To acquire skills that turn negative resistance into positive response

• To understand the effectiveness and appropriateness of five conflict resolution styles

• To master the process of constructive conflict resolution

• To know how to respond effectively to upset, demanding, or unrealistic people

GETTING OTHERS TO LISTEN

• Acquiring a communication style that is taken seriously

• Using nonverbal behaviors that command respect

• Identifying accessibility builders

ENCOURAGING OTHERS TO COOPERATE

• Understanding the cooperation principle

• Satisfying cooperation prerequisites

• Avoiding ineffective transactions

• Enhancing your influence

MANAGING CONSTRUCTIVE AND DESTRUCTIVE CONFLICT

• Knowing the causes of conflict

• Resolving four types of conflict

• Developing appropriate attitudes

• Stopping dirty-fighting techniques

MASTERING CONFLICT RESOLUTION STYLES

• Learning the behaviors of the five styles

• Knowing when to use the five styles

IMPLEMENTING FAIR-FIGHTING SKILLS

• Filtering out destructive criticism

• Leveling unacceptable behavior

• Requesting changes

• Using assertive nonverbals

• Negotiating for win-win outcomes

RESPONDING TO DIFFICULT PEOPLE 

• Identifying signs of resistance

• Keeping emotions in check

• Handling criticism, rejection and anger

• Responding to manipulation

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