Further Details
COURSE OBJECTIVES
Recognise conflict issues that impact on performance.
Confront conflicts and problems in a non-hostile manner.
Manage and resolve conflict effectively.
Control anxiety, fear and anger.
Actively listen to individuals and groups.
Identify and analyse conflicts and/or problems.
Practice strategies and applications to resolve conflict and obtain positive results.
Develop tools to implement conflict management in the workplace.
COURSE DESIGNED FOR
Any member of an organisation who has to deal with conflict, either from colleagues or customers and feels that they would benefit from the opportunity to enhance their ability to resolve the issue with some mutual agreement.
COURSE CONTENT
Understanding Behaviour ~
Current Behaviour
Desired behaviour
Your own behaviour in the face of conflict
Reasons for Behaviour ~
Organisational and personal perspectives
Influences of learned behaviour
Communication Styles ~
Personal audit of preferred communication style
Approaches to Conflict ~
Options for responding
Reflections and review of dealing with your own situation
Anger in Others ~
Staying calm in the face of enemy fire
Defusing anger
Introducing rapport
Application to the Workplace ~
Review of the approached discussed
Personal evaluation
Role-play
Personal Development ~
Developing an action plan
Guide price
£395 1st delegate £195 for all others from the same organisation) |
