PT Fresh Galang Mandiri

Profesional - Komitmen - Kualitas

Managing Conflict and Difficult People

March 22, 2014

Managing Conflict and Difficult People

Jadwal Pelatihan Managing Conflict and Difficult People

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Instructor by : Drs. H. Syafaruddin Alwi, M.Si.


  • Identify conflict management styles.
  • Describe the skills necessary to effectively engage in conflict.
  • Describe approaches to conflict in terms of the conflict management modes.
  • Create a conflict management plan.
  • Insight into what makes some people more difficult to manage than others.
  • Awareness of their own behaviour drivers and triggers and how they impact on the situation.
  • Active practice of tools and techniques which they can take away to deal with difficult people more effectively.


  • What do we mean by difficult people?
  • The impact of difficult people – why we need to tackle the issue and what happens if we don’t
  • Different types of difficult behaviour
  • Conflict and conflict management
  • How do people respond to conflict?
  • Learning About Conflict Modes
  • Creating an Individual Conflict Management Plan
  • Successful conflict resolution depends on your ability to regulate stress and your emotions
  • Listening
  • Emotion control when faced with other people conflict
  • Techniques for tackling the different sorts of difficult behaviour
  • Keeping your sanity – managing stressful situations
  • Conflict Resolution Techniques:
    • WIN/WIN Approach
    • Managing Emotions
    • Negotiation Skills
    • Assertiveness Skills
    • Persuasive Skills
  • Identify the ways to help other people safely manage some of their repressed or expressed anger
  • Building confidence in effective communication with difficult people :
    • Language, body language, assertiveness
  • Sharing the responsibility – looking at organisational processes and allies in managing difficult behaviour


Team leader, supervisor, manager and anyone who want to improve their skills




Case Study



Training Kit



Lunch + 2 X Coffee Break



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