Assertiveness & Conflict Management (3-days)

COURSE OUTCOMESFirst Line Supervisors attending this course will demonstrate an understanding of and ability to:Take personal accountability for own roleAct decisively and with integrity in conflict situationsAct assertively and confidently in all situationsConduct a behaviour self-assessmentLearning Unit 1: AccountabilitySupervisor role bigger pictureCompany risks related to manpowerSupervisor authority & rights & valuesFactors affecting accountability acceptanceSupervisor work knowledge (Procedures & working conditions)Supervisor self-esteemSupervisor emotionsEmpowering selfLearning Unit 2: Conflict ManagementWin:win supervisionSources of conflictTeam roles & stages of developmentTeam code of conductGround rules for managing conflictAssessing own motivesPersonal code of conductConflict and listeningConflict management techniques – when to respond and how to respondLearning Unit 3: AssertivenessWin:win communication explainedSituations requiring assertiveness- giving instructions, counselling, giving feedback, appraising other, conducting meetings.Communication styles & their consequencesPassive communication stylePassive aggressive communication styleAggressive communication styleAssertive communication styleAcknowledging & validating feelingsActive listeningFree informationKeeping on trackAsking questionsSelf-expressionSUPPORTING TOOLS Conflict management job aidAssertiveness steps job aidIncludes pre & post-test and behaviour self- assessmentPlease contact us for a competitive inhouse quote