Conflict Resolution

Course Objectives:

The flexible, interactive programme covers techniques and diffusion tactics when dealing with different personalities in conflict within the workplace. The aim is to bring a positive, rather than a negative, working environment.

Course Content:

The course covers the following topics:

• Handling colleagues and staff who do not back down
• Not rising to aggression, or becoming aggressive themselves
• Calming the other person down
• Turning the other person’s negative or dismissive opinion around
• Turning someone’s view around to your way of thinking
• Speaking to someone in a way that doesn’t belittle them, and accepts their view while putting across your different view – not making the other person’s view less important
• Discuss why people react and behave the way they do – when we have this understanding how this helps us in putting our view across
• Plan assertive behaviours and techniques to combat confrontation
• Techniques that aid positive communication which influences co-operation instead of argument
• Identify levels of conflict and the importance of accepting differences of opinion

On successful completion of the course, delegates will receive a certificate of attendance.

Who Should Attend?

The course is suitable for all management and employees where differences of opinions bring conflict within the workplace on a regular basis.

Duration:

1 day