Stressed Out: How to Handle Conflict, Difficult People and Challenging Situations

Identify the top six causes of conflict and which one produces the most problems

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About The Event

Conflict is an inevitable part of life. No matter how hard you try, it can seem that there will always be something that causes you or someone around you to be frustrated, angry, and impatient – or a whole host of other not-so-pleasant emotions

Most importantly, conflict eats into your profits. There are a variety of direct costs to the organization associated with poorly managed conflict, including, in the worst cases, the loss of customers and good employees.

One that is visible to everyone is the time taken to successfully resolve issues. Time that would be better spent on accomplishing work and achieving goals is instead used to manage disagreements, smooth ruffled feathers, and deal with difficult people.

When CPP Inc commissioned a study on workplace conflict, they found that that an overwhelming majority (85%) of employees at all levels experience conflict to some degree.

Furthermore, they found on average, each employee spends 2.1 hours every week – approximately one day a month – dealing with conflict in some way (being involved in a disagreement, managing a conflict between co-workers, etc.)

For the US alone, that translates to 385 million working days spent every year as a result of workplace conflict. It is also a major drain on the resources of HR departments: half of the HR workers questioned (51%) spend between one and five hours a week managing disagreements.

Areas Covered

Conflict arises when the people we work with have different ideas, perspectives, backgrounds, values, goals or expectations. Yes, conflict can be destructive! It diverts energy from more im­portant ac­tivities and issues; it po­larizes people and re­duces co­op­eration; and it can produce irresponsi­ble be­havior. And conflict can be construc­tive! It opens up and improves commu­nication; it strength­ens working relationships and team­work; and it leads to better quality decisions and prob­lem so­lutions.

The ability to handle conflict and difficult situations is a great leadership skill. When you are confident in your people management skills, you don’t have to be afraid of disagreement. You don’t have to back away from problems. Instead you can confidently face the confrontation and bring the issue out into the open. Well-managed conflict actually stimulates, ideas, sparks creativity and encourages personal improvement.

Conflict by itself is nei­ther good nor bad. It’s the way YOU handle conflict that produces con­structive or destructive results.

The focus of this webinar is how deal with the inevitable conflicts, difficult people and situations that occur in the workplace so that it leads to positive outcomes both for the people involved and the organization.

Learning Objectives

  • Identify the top six causes of conflict and which one produces the most problems
  • Understand the iceberg concept of conflict – what’s above and below the water line
  • Define five conflict management styles and match each style to different conflict situations
  • Decide if you’re a shark or a turtle or a teddy bear or a fox or owl in how you handle conflict.
  • Learn how to keep your cool and react in a professional manner in the heat of the moment.
  • Learn the language of positive communication to reduce negative emotions, especially anger.

Who Will Benefit

EO’s, COO’s, VP of Human Resources, Chief Learning Officer, Directors, Project Managers, Operation Managers and Supervisors, Team Leaders, Human Resources Professionals. Business Development Professionals, Business development Managers and Supervisors, Marketing Professionals, Marketing Managers and Supervisors, Sales Managers, Sales Account Representatives, Accounting Managers and Supervisors, Accounting Professionals, Finance Managers and Supervisors, Virtual Teams, Technology Teams

Bonus Handouts

  • Conflict Communication
  • 4 Tips to Handle Difficult People

Industries: Human Resource, Performanace Management
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Marcia Zidle

Marcia Zidle is a board certified executive coach, business management consultant and keynote speaker, who helps organizations to leverage their leadership and human capital assets.

She has 25 years of management, business consulting and international experience in a variety of industries including health care, financial services, oil and gas, manufacturing, insurance, pharmaceuticals, hospitality, government and nonprofits.

She brings an expertise in strategy and alignment; social and emotional intelligence; executive and team leadership; employee engagement and innovation; personal and organization change management.

She has been selected one of LinkedIn Profinder’s top coaches for 2016.

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Credits: 1.0

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