Learn ways to resolve conflict with customers and co-workers, influence successful outcomes and develop a peaceful workplace.   Transform conflict and difficult situations, people/customers into opportunities by equipping your staff with the skills and techniques required to manage these situations with confidence, professionalism and pride.  We have all experienced the stress that comes from having unresolved conflicts with our customers and co-workers.  Conflicts that are ignored or resolved poorly don’t go away, they cause people to feel resentful and to avoid each other. The effects on the business are a loss of productivity, turnover and absenteeism.  Wherever two or more people come together, there is bound to be conflict.  This workshop will give participants a six-step process that they can use and modify to resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger and using the Agreement Frame.

Learning Outcomes

  • Transform conflict into opportunity
  • Develop constructive strategies for dealing with difficult behavior
  • Develop communication skills to diffuse the situation
  • Increase confidence and assertiveness in dealing with difficult behaviour
  • Manage your emotions and deal with stress
  • Understand the power of words and how to use them to your advantage

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Course Descriptor


Category Dealing with Difficult People
Prerequisite None
Course Enquiry Enquire About this Course
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Start Date Finish Date Sessions Location Price
Thu 02/12/2021 Fri 03/12/2021
Thu 02/12/2021, 8:30 am to 1:00 am
Online $ 695.00
+GST
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Thu 03/03/2022 Thu 03/03/2022
Thu 03/03/2022, 8:30 am to 5:00 pm
Palmerston North $ 695.00
+GST
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Thu 03/03/2022 Thu 03/03/2022
Thu 03/03/2022, 8:30 am to 5:00 pm
Napier and Hastings $ 695.00
+GST
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Wed 16/03/2022 Thu 17/03/2022
Wed 16/03/2022, 8:30 am to 12:30 pm
Thu 17/03/2022, 8:30 am to 12:30 pm
Online $ 695.00
+GST
Book now or Enquire
Thu 24/03/2022 Thu 24/03/2022
Thu 24/03/2022, 8:30 am to 5:00 pm
Auckland $ 695.00
+GST
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Thu 07/04/2022 Thu 07/04/2022
Thu 07/04/2022, 8:30 am to 5:00 pm
Wellington $ 695.00
+GST
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