Effective Conflict Resolution
This course will focus on a wide range of practical skills necessary for handling various conflict situations. It will look at the behavioural causes of conflict and the skills and techniques of preventing conflict developing and escalating. It will address why some people appear ‘difficult’ and how they might best be handled to achieve a ‘win-win’.
Individual benefits:
- Identify and deepen understanding of conflict in their current work situations
- Explore and develop their current strategies for conflict resolution
- Develop new ideas, approaches and flexibility in managing conflict
- Improve individual skills and techniques in resolving conflict
Organisational benefits:
- Improved working relationships among staff, clients and suppliers
- Positive and appropriate resolution of conflict
- Staff pre-empting difficult situations and taking responsibility for managing ‘difficult’ people
- Overall improvement in staff skills, morale and performance
What the training covers:
- Understanding the causes of conflict
- Developing your awareness of your own reactions to conflict
- Strategies for a win-win approach to conflict
- Using co-operative rather than coercive power
- Demonstrating empathy and communicating to build rapport
- Introduction to transactional analysis
- Resolving conflict between others v's mediating and managing conflict in which you are involved
- Essential personal skills for coping with conflict
- 'Pressing the right buttons' in others to encourage trust, co-operation and participation
- Utilising conflict as an opportunity for improvement or change