Conflict Resolution

Upon successful cmpletion of this course delegates will be able to:

- understand and use a variety of approaches, strategies and techniques to manage and resolve conflict

- use a variety of approaches to build rapport quickly and sccessfully

- understand the basis of trust and how to begin the process of repairing it

- demonstrate the successful use of s structured process for resolving conflict

- understand how to resolve conflict at an organisational level and increase employee engagement

- use a variety of strategies for effective mediation

- adopt a structured process for negotiaion and a mutual approach to prolem-solving

- deal wth difficultypersonalities such as those who display passive-aggressive behaviour

- defuse situations using powerful techniues that utilise body language and language for influence

The target audience for this course includes HR Managers, Line Managers, Team Leaders, Project Managers, Supervisory STaff, Customer Service Representatives, Change Managers, Change Agents, Senior Managers and anyone who wants to radically improve their ability to resolve conflict witin their team, department or organisation.