Customer Service Training & Certification Courses

Mastering Conflict Resolution and Effective Communication with Challenging Personalities

REF: 15440_314218
DATE: 04 - 08 Aug 2024

Kuala Lumpur (Malaysia)


3900 Euro


Conflicts and challenging personalities are ubiquitous in both professional and personal contexts. Skillfully managing these situations through advanced conflict resolution techniques and adept communication strategies is pivotal for fostering positive relationships and nurturing productive environments. This comprehensive course empowers participants to navigate intricate disputes and effectively engage with difficult personalities.

Target Audience:

  • Managers and supervisors seeking to enhance conflict resolution skills
  • Team leaders aiming to effectively manage challenging team dynamics
  • Human resource professionals responsible for resolving workplace conflicts
  • Customer service representatives dealing with difficult customers
  • Professionals in leadership positions looking to cultivate a positive work environment
  • Anyone interested in mastering conflict resolution techniques and handling difficult personalities

Key Competencies:

  • Upon course completion, participants will have the expertise to:
  • Apply advanced conflict resolution methodologies to diverse scenarios.
  • Analyze underlying causes of conflicts and challenging behaviors.
  • Manage emotions during conflicts and challenging interactions.
  • Devise effective communication strategies when dealing with difficult personalities.
  • Foster collaboration and unity within teams and organizations.
  • Execute negotiation skills to achieve mutually beneficial outcomes.
  • Cultivate a harmonious and inclusive work atmosphere.

Course Objectives:

By the end of this course, participants will be able to:

  • Understand the psychological aspects of conflicts and challenging personalities.
  • Implement advanced conflict resolution strategies for various conflict types.
  • Manage emotions effectively during conflicts and demanding interactions.
  • Develop and apply effective communication techniques for handling difficult personalities.
  • Foster a cooperative environment conducive to constructive dialogues.
  • Utilize negotiation skills to achieve win-win resolutions.

Course Outline:

Unit 1: Deciphering Conflict and Challenging Personalities

  • Origins and nature of conflicts
  • Psychological insights into challenging personalities
  • Impact of conflicts on individuals and organizations
  • Recognizing common traits of difficult personalities
  • Distinguishing between different types of conflicts

Unit 2: Elevated Conflict Resolution Approaches

  • Analyzing conflict styles and methodologies
  • Integrative negotiation techniques
  • Strategies for managing high-stakes conflicts
  • Transformative mediation and its application
  • The role of ethics in conflict resolution

Unit 3: Emotional Intelligence in Conflict Management

  • Emotions' impact on conflict dynamics
  • Developing emotional self-awareness
  • Practicing empathy and active listening
  • Emotional regulation techniques
  • Building trust and rapport in challenging interactions

Unit 4: Effective Communication Amidst Challenges

  • Tailoring communication for diverse personalities
  • Assertive communication strategies
  • Overcoming barriers to effective communication
  • Verbal and nonverbal communication cues
  • De-escalation tactics for heated conversations

Unit 5: Nurturing Collaboration and Unity

  • Strategies for fostering teamwork and collaboration
  • Turning conflicts into opportunities for growth
  • Embracing diversity in perspectives
  • Balancing individual and collective goals
  • Building consensus and alignment within teams

Unit 6: Overcoming Workplace Hurdles

  • Addressing conflicts in a diverse workforce
  • Navigating power dynamics and hierarchies
  • Handling conflicts resulting from organizational changes
  • Strategies for handling conflicts between employees and management
  • Effective conflict resolution in remote work environments

Unit 7: Application of Advanced Conflict Resolution

  • Real-world case studies in conflict resolution
  • Role-playing simulations for practical application
  • Crafting personalized conflict resolution action plans
  • Implementing conflict resolution strategies in various contexts
  • Measuring the effectiveness of conflict resolution interventions

Customer Service Training & Certification Courses
Mastering Conflict Resolution and Effective Communication with Challenging Personalities (15440_314218)

REF: 15440_314218   DATE: 04.Aug.2024 - 08.Aug.2024   LOCATION: Kuala Lumpur (Malaysia)  INDIVIDUAL FEE: 3900 Euro


Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.