Course Overview

Successful completion of this course will increase your knowledge and ability to:

• Understand the two basic types of conflict and reasons they occur.
• Recognize four typical approaches to conflict.
• Implement the basic steps of conflict resolution.
• Practice communication skills to minimize and even prevent conflict.
• Employ strategies for responding to challenging people such as dealing with an extremely angry person or someone who won’t acknowledge the conflict.
• Handle specific situations including dealing with your boss, client, or another department.

Duration

6 Hours. Training times can be arranged in more manageable sessions of 3 hours over 2 days.

Delivery Method

Training times can be arranged according to your date and times requirements, delivered virtually or on-site at your premises by one of our professional facilitators. Alternatively, you can join a virtual public course by clicking on the Register Now button.

Who Should Attend

This course is recommended for human resources, business leaders, senior executives, managers, supervisors, and front-line workers.

Prerequisites

This course is designed for the student who has little or no experience.

Course Content

1. Understanding Conflict

• Objectives
• Introduction
• Reasons for conflict
• Two types of conflict
• Rational versus emotional orientation
• Detached engagement

2. The Basic Steps Of Conflict Resolution

• Objectives
• Four typical approaches to conflict
• The ABCD of conflict resolution
• Getting buy-in
• Consensus
• Do it

3. Listening Skills

• Objectives
• How to listen effectively
• Obstacles to listening
• Asking questions
• Assess your listening skills
• Listening practice

4. Communication Skills That Support Conflict Resolution

• Objectives
• Establish credibility and trust
• Communicating feelings
• Confrontational language
• The escalation process
• Positive language

5. Handling Challenging Personalities

• Objectives
• Conflict denial
• Uncooperative person
• Angry hothead
• Confronting when intimidated
• Dealing with defeat
• Challenging personality practice

6. Handling Specific Situations

• Objectives
• Dealing with your boss or upper management
• Dealing with a co-worker or peer
• Dealing with team conflict
• Dealing with an employee you supervise
• Dealing with a customer or client
• Case studies

The Secret to Success

Short courses are an easy and effective way to upskill your people. This enables them to apply their new knowledge in your workplace immediately.