Resolving Conflict Situations

Overview of Course
Conflict often arises suddenly and unpredictably. This workshop equips participants to handle conflict with confidence and poise no matter how difficult the situation. Sound conflict management involves keeping cool, standing your ground and applying proven techniques to positively resolve conflicts.

Learning Outcomes

1. Gain a new perspective on conflict
2. Learn the importance of valid feedback: how to give it and how to benefit from it yourself
3. Apply a variety of techniques to control your own anger and emotions
4. Employ better ways of dealing with others’ anger and emotions
5. Understand the different styles of conflict
6. Develop conflict resolution strategies

Key Content

• Looking at both sides of the conflict - people and issues - and dealing with them effectively
• Separating emotion from fact to get to the root cause of the problem
• Developing the Get/Give principle
• How your personality affects the way you deal with conflict
• Choosing the conflict management style that fits the situation
• Understanding victim behaviour - Blame, Justification and denial
• How to overcome the feeling that feedback is a personal attack
• Conflict resolution skills model
• Fight / Flight / Assertive approaches

This outline highlights some of the course’s key learning points. As part of your training program, we can modify content as needed to meet your business objectives.

For Whom is this Course Designed?
All Team Members

What is the Duration?
1 day