Constantia Park Weltevredenpark Roodepoort Gauteng 1709 South Africa

Assertive Conflict Handling (Demo)

2 days

SAQA US No. Title NQF Level Credits
114226 Interpret and manage conflicts within the workplace. 5 8
Please Note: For assessment purposes this programme must be done in conjunction with Handling Complaints & Grievances – NQF Level 5.

The Assertive Conflict Handling programme is targeted at entry level and middle managers, supervisory levels and trade union representatives.

  • The differences between aggressive, passive/manipulative and assertive behaviour
  • Assertive rights and an understanding of how people are conditioned to be non-assertive.
  • Emotional issues that undermine assertiveness.
  • Factors that determine one’s self-image.
  • The impact of emotions on behaviour and techniques for controlling emotions.
  • Sources of conflict in a business, including positive and negative characteristics of conflict in the workplace.
  • Transactional analysis and game playing.
  • Various ways and methods of handling conflict and difficult interactions. These include, planning a strategy for difficult interactions, listening and questioning techniques, dealing with bullies at work and being sensitive while giving candid but constructive feedback to people.
  • Practical exercises and role plays.

The DVD covers assertiveness versus aggression, various techniques and tactics for handling conflict, reflective listening, negotiating resolutions to conflict and handling conflict between employees.