Conflict management for the assistant

Basics of constructive conflict resolution

• The causes of conflicts and how they arise.
• Basic attitude to conflicts: What type of conflict are you?
• Dealing with old beliefs and new behavioral possibilities.
• Clarify your own needs and values.

Self-assertion and understanding

• Change the perspective: Solutions instead of accusations and blame!
• Translate spontaneous judgments into understandable interests and needs.
• The 4 steps of constructive conflict management: observation, feeling, need, request.

Harnessing unpleasant feelings

• Strategies for dealing with personal attacks.
• Reach the person you are talking to even if they are angry, upset, helpless, afraid, guilty or ashamed.
• Understanding personal behavior (e.g. threat, justification, withdrawal).
• Develop alternative courses of action and new solution strategies.

Typical conflict situations in everyday office life

• Dealing with difficult, e.g. aggressive conversation partners.
• Saying "no" constructively without risking the relationship.
• Learning to deal with rejection. Don't give up on your own interests.
• Situation analysis and possible solutions, personal feedback.