In-house training:
Conflict Management (2 days)
Seminar objective:
Participants (m/f/d) of this seminar learn to recognize conflicts in their different manifestations, consciously identify typical causes of conflicts and their own part in the conflict and receive several methodical tools to solve and avoid conflicts with others - as long as they have not already escalated too far.
Typical topics and issues:
- What is a conflict?
- Appearances of conflicts
- Typical and valuable ways of dealing with conflicts
- Conflict escalation
- Conflicts, communication and psychology
- Anger as an emotional function
- Rhetorical handling of criticism and annoyance
- Transaction Analysis
- Constructivism
- Values and beliefs and their influence in conflicts
- Creation of values
- Working with values
- Reframing of character properties
- Conflict partners
- Customer typologies, conflict types and their typical behaviour
Training methods:
- Theory input
- Exercises
- Group discussions
- Case studies