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MANAGING CONFLICT & DEALING WITH DIFFICULT PEOPLE

MANAGING CONFLICT & DEALING WITH DIFFICULT PEOPLE

Hotel Harris, Tebet / Setiabudi Building II, Kuningan – Jakarta Selatan | 18 – 20 Januari 2012   |Rp. 4.000.000,-
Hotel Harris, Tebet / Setiabudi Building II, Kuningan – Jakarta Selatan | 20 – 22 Februari 2012   |Rp. 4.000.000,-
Hotel Harris, Tebet / Setiabudi Building II, Kuningan – Jakarta Selatan | 28 – 29 Maret 2012   |Rp. 4.000.000,-
Hotel Harris, Tebet / Setiabudi Building II, Kuningan – Jakarta Selatan | 18 – 20 April 2012   |Rp. 4.000.000,-


COURSE OBJECTIVES

After completion of this course, the participant should be able to:

  1. Understand the role and function of managers in conflict resolution within the groups and the organizations.
  2. Understand a number of  essential conflict management approaches and an associated range of strategies, tactics, and techniques.
  3. Develop skills of communication and assertiveness as a bases of enhancing the effectiveness of conflict management and dealing with difficult people.
  4. Understand the basic human behavior of difficult people.
  5. Develop skills of negotiation through win-win solution in managing conflict and dealing with difficult people.



Method

The course is designed on the basis of “learning by doing” through the combination of the following method:

  • Group Discussion
  • Role-playing
  • Exercises
  • Questionnaires
  • Feedback Session
  • Game



Topics

Training on “Managing Conflict and Dealing with Difficult People” should be conducted in three days.

Topics to be covered as follow: Modul-JNS 2010

DAY-ONE:

Conflict resolution & the communication aspect.

Session-1
  • Opening
  • Definition and Sources of Conflict
  • Component of Conflict (Interests, Emotions, and Values)
  • Models of Conflict

 

Session-2
  • Bases of Managing Conflict
  • Generating vs Confronting Conflict
  • The Role of Managers
  • The Styles of Managing Conflict
  • Force Field Analysis

 

Session-3

  • The Communication Pyramid
  • 12 Barriers to Effective Communication
  • Managing Emotions

 

Session-4
  • Active Listening
  • Assertiveness Skills

 

DAY-TWO:

Dealing with Difficult People (1)

Session-1

  • Transactional Analysis
  • Understanding Basic Human Behavior

Session-2

  • Types of Difficult People
  • Strategies of Dealing with Difficult People

Session-3

  • Problems in Giving Feed-back
  • Giving Effective Feed-back Modul-JNS 2010

DAY-THREE:

Dealing with Difficult People (2)

Session-1

  • Identification of Personal Needs
  • Interaction Principles

Session-2

  • Problems in Coaching
  • Coaching and Counseling

Session-3

  • Interviewing Techniques
  • Face-to-Face with Difficult People

Session-4

  • Feed-back Session
  • Closing Modul-JNS 2010



Trainer

Dra. Jenny Soeseno, Psi
Adalah Master Trainer di bidang Personality Development, Communication & Human Resource, dengan pengalaman memberikan training dan konsultansi selama lebih dari 20 tahun. Dengan pengalaman karir terakhir sebagai Senior Manager HR pada sebuah bank terkemuka di Indonesia.
Selain dikenal sebagai trainer yang handal selama bergabung di John Robert Powers, beliau juga memberikan training di berbagai lembaga dan perusahaan terutama untuk topik-topik: Personal Development, Interpersonal Communication, Time & Stress Management, Business Presentation, Motivation, Strategic Interview & Recruitment, dsb.



Investasi :

  • Rp. 4.000.000,-
  • (termasuk materi hand-out dan CD modul, 2x coffee break, makan siang dan sertifikat)



Tempat : (mentioned in confirmation letter)

  • Hotel Harris, Tebet, Jakarta Selatan
  • Setiabudi Building II, Kuningan-Jakarta Selatan

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