Dealing with Difficult People and Conflict

The purpose of this topic is to introduce participants (managers/supervisors) to the theory on conflict, and how to develop the skills needed to assist them in dealing with conflict and difficult people in your work setting.

Learning Outcomes

At the completion of this topic, participants should be able to:

• Define conflict.
• Identify possible causes and reasons of conflict.
• Identify different strategies and techniques to resolve conflict.
• Identify and discuss the use of negotiation, mediation and other conflict resolution methods.