Conflict Management

Conflict Management Training Course Summary

The program is designed to identify and manage the resolution of the personal conflict between individuals or teams. The main focus is on the workplace, although the same principles can be used elsewhere. Business teams and leaders are equipped with a range of skills and strategies which will help them to manage and resolve the inevitable conflicts which are part of any business process.

Course Objectives

• Understand the main sources of conflict
• Analyse and understand the nature of conflicts
• Describing appropriate techniques to manage conflict
• Implementing skills and strategies to manage and resolve conflict
• Develop the confidence to tackle conflict effectively
• Developing the attributes of a good conflict leader
• Handling customer complaints

Course Outline

Putting Conflict into Perspective

•  Reasons why conflicts develop
•  A personal view of conflict and conflict resolution
•  Emotions involved in a conflict situation
•  Identifying and addressing factors which escalate conflict

Exploring Diversity when Dealing with Internal and External Customers

•  Exploring cultural differences in our diverse society
•  Addressing barriers to diversity
•  ‘Mental Models’
•  Prejudice
•  Stereotypes
•  Discrimination

Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict

•  Communicating effectively as a means of preventing and managing conflict
•  Active listening
•  Adapting to individual Personality Types as a conflict resolution skill
•  Applying assertiveness skills to resolve conflict

Personal and Organisational Conflict Resolution Skills

•  Examining a personal conflict situation
•  Applying conflict resolution skills to a personal conflict situation
•  Identifying preferred conflict handling styles
•  Conflict solving options (and when to use them)
•  Additional strategies for reducing specific conflict

Dealing with Customer Complaints

•  Basic principles for handling the irate customer

Who Can Benefit from this Course?

• Project Managers
• HR Managers
• Sales & Customer Service Professionals
• Secretaries and Office Administrators

Course Objectives

• Understand the main sources of conflict
• Analyse and understand the nature of conflicts
• Describing appropriate techniques to manage conflict
• Implementing skills and strategies to manage and resolve conflict
• Develop the confidence to tackle conflict effectively
• Developing the attributes of a good conflict leader
• Handling customer complaints

Course Outline

Putting Conflict into Perspective

•  Reasons why conflicts develop
•  A personal view of conflict and conflict resolution
•  Emotions involved in a conflict situation
•  Identifying and addressing factors which escalate conflict

Exploring Diversity when Dealing with Internal and External Customers

•  Exploring cultural differences in our diverse society
•  Addressing barriers to diversity
•  ‘Mental Models’
•  Prejudice
•  Stereotypes
•  Discrimination

Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict

•  Communicating effectively as a means of preventing and managing conflict
•  Active listening
•  Adapting to individual Personality Types as a conflict resolution skill
•  Applying assertiveness skills to resolve conflict

Personal and Organisational Conflict Resolution Skills

•  Examining a personal conflict situation
•  Applying conflict resolution skills to a personal conflict situation
•  Identifying preferred conflict handling styles
•  Conflict solving options (and when to use them)
•  Additional strategies for reducing specific conflict

Dealing with Customer Complaints

•  Basic principles for handling the irate customer

Who Can Benefit from this Course?

• Project Managers
• HR Managers
• Sales & Customer Service Professionals
• Secretaries and Office Administrators