Management, leadership development, negotiation, persuasion, influence, conflict, difficult behaviour


For 6 to 20 participants at your place of business

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Participants at this workshop will learn effective persuasion styles and how to improve their ability to influence others. The conflict management training will teach the participants how to recognize the causes of interpersonal conflict and to become aware of the emotional triggers to prevent explosive situations.

This workshop can be customized for specific industries and participant groups.


  • Improve your communication performance and ultimately increase your success in organizational initiatives such as managing change
  • Explore a conflict from various viewpoints and choose new strategies


The Negotiation Process

  • Critical elements of negotiations
  • Stages of negotiation
  • Influences on the negotiating process

Negotiation Styles and Assessment

  • Identifying your negotiating style and that of the other party
  • Exploring persuasion and influence strategies
  • Comparing three distinct negotiating strategies

Persuasion and Influence

  • Sources of influence
  • The ten sources of power
  • Trust, likeability and expertise
  • Improving your influence effectiveness

Conflict Awareness and Barriers

  • Conflict vs. disagreement
  • The five stages of conflict development
  • Identify and understand your own conflict behavior
  • Apply active listening skills for conflict management

Different Approaches to Conflict Management

  • What conflict management strategy is right for you?
  • Content vs. relationship conflicts
  • Why not to ask “why”

Conflict Management Strategies

  • The four Cs: competence, credibility, care, communication
  • How to reinstate trust and become solution-focused not problem-focused
  • Moving beyond conflict: Asserting yourself, coping with resistance, and saying “no” assertively

Dealing with Difficult Behaviour

  • Differentiate between difficult people and difficult behavior
  • Discover a two-step process for handling passive and aggressive behaviors
  • Learn to create a viable alternative to group conflict – checklist and process


This workshop uses a videotaped game to build on the learning experience. The “Money Game” is used to draw evidence for the participants of the lessons learned. An “Influence Quiz” is used to choose the most effective strategies in participants’ own on-the-job situations.