This course is designed to help participants deal with conflict within the workplace, which impacts on productivity and staff morale. Developing and maintaining positive relationships with internal and external stakeholders is essential within today’s diverse workforce. 

Resolution of conflict is essential. Identifying and dealing effectively with difficult people and situations involves positive communication, active listening, and problem-solving skills. In this course, we explore the reasons for conflict, how we can recognise it and we look at ways to manage it effectively. It is important that participants can discern whether a conflict is a positive and honest exchange of ideas built on trust relationships or whether it needs some level of intervention. Resolving conflict means implementing strategies to deal with it effectively and monitoring it to ensure remedial actions occur as soon as possible.

Through this course participants will develop the skills and knowledge to:

• Identify the type of conflict being experienced
• Develop effective conflict resolution strategies
• Discuss the use of assertiveness, active listening, communication, body language and teamwork to overcome conflict
• Demonstrate effective responses to diversity
• Identify their own and others’ triggers when addressing conflict
• Identify grievance and conflict resolution procedures.

Introduction

Identifying and Understanding Conflict

• Signs of conflict
• Levels of conflict
• Causes of conflict

Dealing with Conflict

• Conflict survival kit
• Conflict modes
• Conflict handling skills
• Emotional Intelligence
• Valuing diversity – valuing differences

Negotiating

• Personal styles used in negotiation
• Communication
• Assertive behaviour in negotiating
• Types of questions
• Dealing with emotions
• Influencing
• Negotiation techniques
• Problem solving

Monitoring Conflict Situations

• Reviewing and recording conflict
• Conflict Management

Questions and Close 

Costs and group limits may vary.

Minimum group size: 10 participants

Maximum group size: 16 participants

N/A