Personal and Business Competencies

Difficult communication - how to deal effectively with conflict situations?

The training offers practical tools and strategies necessary to effectively deal with conflict situations in a professional environment. During the intensive workshop, participants will learn the mechanisms of communication tensions and develop individual strategies for managing difficult conversations. Classes are conducted using the workshop method with the use of simulation games, exercises in pairs and small groups, and analysis of real cases. A key element of the training is the diagnosis of individual style of reacting in conflict situations on the basis of the Thomas-Kilmann questionnaire.

Issues

Anatomy of conflict and difficult communication in a professional environment
Conflict response styles according to the Thomas-Kilmann methodology
Neurobiological basis of stress reactions in communication
Techniques for redirecting difficult communication toward constructive dialogue
Methods of mastering emotions in high-stress situations
Assertive formulation of messages in difficult situations
Strategies for building consensus despite differences of interest
Tools for identifying and breaking down communication barriers
Techniques of active listening in conflict situations
Methods for building long-term relationships despite past tensions
Practical strategies for implementing communication skills in everyday work

This training is part of the path:

First Time Manager

Benefits

The training provides in-depth knowledge of one's own patterns of responding in conflict situations based on the Thomas-Kilmann methodology, practical ability to apply techniques for redirecting difficult communication toward constructive dialogue, and the ability to recognize early signals of conflict escalation
The workshop develops knowledge of neurobiological mechanisms affecting behavior in stressful situations, techniques for controlling one's own emotions during difficult conversations, the ability to formulate assertive messages in high-tension situations, and practical experience in applying tools for building agreement despite differences of interest

Who is this training for?

Managers of teams and departments who manage people

Project leaders responsible for coordinating the work of the team

HR professionals supporting communication processes in the organization

Customer service employees who regularly face conflict situations

Business negotiators and salespeople having difficult conversations with customers

Coordinators of interdepartmental cooperation in the company

People working in an environment that requires frequent communication under pressure

Prerequisites

Basic knowledge of interpersonal communication
Previous experience in handling conflict situations
Completion of the Thomas-Kilmann Questionnaire (TKI) prior to training
Prepare reflections on recent difficult communication situations at work
Openness to active participation in workshop exercises and simulations

Training program

Opening exercise: \Magic Pipe,\ a group experiment showing the challenges in cooperation and tensions in the team
What is difficult communication? - Differences of interest, emotions, perceptions, communication noise
The 3-brain model in stress - how does the brain react to conflict situations?
Reality map - how do our beliefs and filters affect conflict escalation?
First impressions, stereotypes and cognitive errors - how not to be deceived in situations of tension?

Behavioral styles in conflict - Thomas-Kilmann test (TKI) (1.5h)
Discuss the results of individual TKI tests - how does each participant handle difficult situations?
5 strategies for dealing with conflict (competition, adjustment, avoidance, compromise, cooperation) - their application in business
Group exercise: \'Cave\' - simulation experiment on difficult decisions in a situation of value conflict
Techniques for dealing with difficult communication (2h)

A.A.A. strategy. (Accept - Analyze - Adapt) in conflict situations
Negotiation Aikido - how to redirect the attack to cooperation?
Boomerang and island method - how to effectively respond to difficult allegations?
Gold or dollars - negotiation game in smaller groups on the topic of building trust despite conflicts of interest

Exercise: \Open cards or keep cards by the orders?\ - exchanging information in a difficult conversation
The art of asking tough questions and setting boundaries
Johari window - self-awareness in communication in difficult situations
SST matrix (Start - Stop - Continue) - individual implementation plan

Delivery Methods

Online

Convenience of participating from anywhere
Interactive live sessions with trainer
Materials available for 30 days
No travel costs

On-site

Direct contact with trainer and group
Intensive hands-on workshops
Networking with other participants
Full focus on learning

Frequently asked questions

What are the prerequisites for this training?

For Difficult communication - how to deal effectively with conflict situations? we recommend: Basic knowledge of interpersonal communication; Previous experience in handling conflict situations; Completion of the Thomas-Kilmann Questionnaire (TKI) prior to training.

What is the format and duration of this training?

The training lasts 1 day and is available in online and on-site format. Sessions run from 9:00 AM to 4:00 PM. We can also customize the schedule to fit your team's needs.

Who is this training designed for?

This training is designed for: Managers of teams and departments who manage people; Project leaders responsible for coordinating the work of the team; HR professionals supporting communication processes in the organization.