Topics

For more information on these topics, click on each topic for objectives and curriculum information. If you need further information, please email us at: billswetmon@aol.com

• RapidRead™ - How to Read Faster with Greater Comprehension in one day - Guaranteed!
• Achieving the Competitive Edge with Excellent Customer Service
• Building High Performance Teams Through Effective Communication
• Business Etiquette for the Professional
• Coaching, Mentoring, and Empowerment Skills
• Conflict Management: Keeping Your Cool When Others Don't
• Creative Problem Solving
• Delivering Winning Presentations with Confidence and Power
• Grammar Made Easy
• How to Become an Effective Communicator
• How to be an Assertive Manager/Supervisor
• How to be an Effective Supervisor and Get Results
• How to Deal with Change in the Workplace
• How to Sharpen Your Business Writing Skills
• Improving Workplace Attitudes
• Keys to Career Success-Knowing What is Expected of You in Any Job
• Managing Your Time to Achieve Your Objectives
• Mastering the Fine Art of Successful Selling
• Strengthening Workplace Relationships
• Using Positive Thinking and Self-Esteem to Improve Performance

Conflict Management: Keeping Your Cool When Others Don’t

Benefits received from this training:

At the conclusion of this training, you will be able to . . .

• Know the steps that will repair relationships damaged by past conflicts.
• Transform the negative energy of anger into a positive, productive force.
• Meet conflict and disagreement head-on and reach a mutual agreement.
• Predict a problem situation before it reaches the crisis stage and avert it entirely!
• Understand why people act the way they do.
• Adapt to the unique styles of others.
• Communicate an approach that works positive results with all types of personalities.
• Lower stress at work by getting along well with others.

Additional benefits and objectives can be identified and designed to fit the needs of each client.

Training Curriculum:

1. Attitude: A Definition.
   1. A. Things that shape attitude.
2. Behavior: A Definition.
   1. Things that shape behavior (experience, perceptions, length of exposure, beliefs).
3. The Importance of Self-Esteem.
   1. The poker-chip theory.
   2. Reactive behavior vs. responsive behavior.
   3. Who's in charge here?
4. Communication Styles.
   1. Passive/Aggressive/Assertive.
   2. Language and behavior of assertive people.
5. A Deeper Understanding of Your Behavior and the Behavior of Others.
   1. The DISC Mode.
   2. Understanding the 2 graphs.
   3. How to read your graph.
6. Adapting to the Behavior of Others...the Key to Success.
   1. Understanding that leads to better relationships.
   2. How to recognize and appreciate the behavior of others.
   3. How to adapt for increased communication and understanding.
7. Dealing With Anger.
   1. Understanding the origin of anger.
      1. Demands on others.
      2. Demands on self.
      3. Demands on circumstances.
8. Achieving Control Through Self-Talk.
   1. Monitor your thoughts and words.
   2. Practice positive thoughts and words.
   3. Program new constructive responses.
   4. Converting negatives into positives.
9. Constructive Behavior That Produces Resolution.
   1. Listening attentively.
   2. Acknowledging the other person's position/interest.
   3. Accepting their perspective.
   4. Avoiding accusations.
   5. Stating your position/interests.
   6. Proposing a compromise.
   7. Suggesting further discussion.
   8. Follow up.
   9. Respecting both parties involved.
10. Identifying "Impossible" People.
    1. 15 characteristics.
    2. 3 Choices.
11. Preparing for the Confrontation.
    1. Assess the situation.
    2. View the behavior objectively.
    3. Formulate and implement a plan.
    4. Monitor your progress.
    5. Modify the plan when necessary.
12. Review/questions/discussion/Learning Transfer.

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