Slide No Trainer Notes Trainer presents a series of anger management techniques to trainees which they may be able to use when managing conflict: Managing personal own emotions handling conflict can release adrenalin and – cause physical shaking leading to rather than Realise the ‘reacting’ ‘responding’. possible impact of adrenalin and practice deep breathing, working in stressful situations and focusing on intelligent action as opposed to innate reactions Demonstrating empathy with the other person by showing you understand their – situation and how they fee. A central aspect here is to show sympathy for their situation and the feelings inherent in it Being assertive and making statements such as: – I need you to sit down, please” “Sir, want you to stop using that language immediately” “I sorry gentlemen but I have to ask you to leave immediately”. “I’m Class Activity Demonstration – Trainer provides demonstration of application of anger management techniques as described on the slide. Slide Slide No Trainer Notes Trainer continues presenting anger management techniques to trainees suitable for use when managing conflict: Taking control this can include: – Introducing self by name and position Stating you will be dealing with the situation and have the necessary authority to do so Telling others in the immediate area (staff and customers) to move away to – demonstrate ability/authority Talking confidently not loudly but with self-assuredness – Looking for a win-win outcome the end result of resolving any conflict should be – (ideally) everyone wins. Obviously this is difficult to achieve and sometimes is not possible but it should nonetheless be an aim at the Try to achieve an outcome where the business achieves what it wants and the other person (at least to some extent) gets what they want Showing a willingness to resolve the issue ensure the other party knows you are – genuinely intent of finding a solution to the situation. Keys are to: Make an appropriate statement I want to work with you to fix this” or ask – “Sir – a question will it take for me to fix this for you?” “What Ensure non-verbal indicates openness to resolving the situation use open – body language (no crossed arms; no clenched fists or jaws; stand front on to the person).
Slide No Trainer Notes Trainer presents a series of anger management techniques to trainees which they may be able to use when managing conflict: Managing personal own emotions – handling conflict can release adrenalin and cause physical shaking leading to ‘reacting’ rather than ‘responding’. Realise the possible impact of adrenalin and practice deep breathing, working in stressful situations and focusing on intelligent action as opposed to innate reactions Demonstrating empathy with the other person – by showing you understand their situation and how they fee. A central aspect here is to show sympathy for their situation and the feelings inherent in it Being assertive – and making statements such as: “Sir, I need you to sit down, please” “I want you to stop using that language immediately” “I’m sorry gentlemen but I have to ask you to leave immediately”. Class Activity – Demonstration Trainer provides demonstration of application of anger management techniques as described on the slide. Slide Slide No Trainer Notes Trainer continues presenting anger management techniques to trainees suitable for use when managing conflict: Taking control – this can include: Introducing self by name and position Stating you will be dealing with the situation and have the necessary authority to do so Telling others in the immediate area (staff and customers) to move away – to demonstrate ability/authority Talking confidently – not loudly but with self-assuredness Looking for a win-win outcome – the end result of resolving any conflict should be (ideally) everyone wins. Obviously this is difficult to achieve and sometimes is not possible but it should nonetheless be an aim at the Try to achieve an outcome where the business achieves what it wants and the other person (at least to some extent) gets what they want Showing a willingness to resolve the issue – ensure the other party knows you are genuinely intent of finding a solution to the situation. Keys are to: Make an appropriate statement – “Sir I want to work with you to fix this” – or ask a question “What will it take for me to fix this for you?” Ensure non-verbal indicates openness to resolving the situation – use open body language (no crossed arms; no clenched fists or jaws; stand front on to the person).
TG_Manage_&_resolve_conflict_situation_refined.docx