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Conflict Management Workshop

Conflict Management Training

Conflict Management Training goes directly to the heart of this problem. We have all experienced the stress that comes from having unresolved conflicts with our co-workers. Conflicts that are ignored or poorly resolved don’t go away–they cause people to feel resentful and to avoid each other. The effects on the company are a loss of productivity, absenteeism, and turnover.

Do you have the self-awareness, solid communication skills, and motivation to resolve uncomfortable situations? The ability to effectively manage conflict separates the good from the outstanding performers.

Those who embrace conflict can build understanding and better relationships—and experience more significant personal and professional success. But managing conflict is not easy. In this workshop, you’ll discover your emotional triggers and learn how to manage challenging encounters with diplomacy, tact, and credibility.

This seminar also will be focused on negotiation, a tool of conflict resolution, as an alternative to violence. Through facilitated discussions and exercises, it gave participants the opportunity to share negotiation experiences and practice fundamental negotiation skills.

Conflict management is a necessary skill for any individual who works with a group. No matter how large or how small, it is likely that any group will see some level of conflict among it, and a person who has excellent conflict management skills will become a valuable part of any team.

The courses and seminars we offer will strengthen you in the area of conflict. Workshops give individuals the chance to put into practice the principles of conflict management that are taught through the courses. Understanding conflict management is a great way to become a valuable asset in all areas of your life.

Conflict is a part of daily life. Those who embrace conflict as an opportunity to build understanding and better relationships experience more significant personal and professional success.

But managing conflict is not easy – it requires self-awareness, solid communication skills and the motivation to resolve uncomfortable situations.

This interactive training workshop will provide insight into your emotional triggers and give you the tools to productively managing difficult, conflict-prone conversations.  You’ll walk away feeling greater confidence in handling tough situations with diplomacy, tact, and credibility.

You might consider other Interpersonal Skills Training Programs.

This course is applicable for CPD Credits.

YOU WILL LEARN HOW TO

This interactive communications training workshop will provide insight into your emotional triggers and give you the tools to productively managing difficult, conflict-prone conversations.  You’ll walk away feeling greater confidence in handling tough situations with diplomacy, tact, and credibility.

How You Will Benefit

• Build trust and credibility with colleagues and team members
• Leverage potential conflict situations as opportunities for critical conversations that enhance work relationships
• Gain confidence in holding difficult discussions calmly and assertively
• Manage conflict situations proactively
• Increase your effectiveness in managing conflict
• See an uptick in your overall performance

What You Will Cover

• Getting a handle on and gaining insights into your conflict management style through self-assessment (TKI®)
• Role-playing to practice techniques and new skills in a safe environment
• Sharing of best practices for approaching conflict management
• Transferring your learning back to your work environment using job aids and other resources

Key Takeaways

How to identify conflicts at work

How to listen to others’ points of view for better understanding and improved work relations

How to express needs and problems openly and honestly without blame, criticism or finger-pointing

A proven six-step method for resolving conflicts, so that needs (not competing solutions) get identified, and new, more creative solutions are found with group participation

How to mediate disputes between team members

IMPORTANT COURSE INFORMATION

Participants who fully attend this course and complete the test on the last day will receive a Strategic Axis Professional Certificate (SAPC). SAPC certificates are regionally recognized and can be quite valuable when applying for more senior roles within the organization or outside.

COURSE OUTLINE

Modules

Module 1: Developing Conflict Awareness

What is the conflict?

Causes of conflict

Why people can seem difficult

Differences, diversity, and opportunity

Distinguish Between a Disagreement and a Conflict

Identify the Signs of a Conflict

Manage Your Emotional Reaction in a Conflict Situation

Module 2: What types of Conflict Resolution are there?

I win You lose

You win I lose

No one wins

We both suffer

We both win

We get to go round again

Module 3: Modes of Conflict Management

Choose the Appropriate Conflict Management Approach for Any Situation

Understand Your Conflict Style

Follow the A.E.I.O U. Model to Diffuse a Tense Situation

10 tips for negotiating

Aligning conflicting or competing outcomes

Effective behavior for successful negotiating

Module 4: Responding to Conflict

Communicate Assertively Without Eliciting Defensiveness from the Other Person

Constructively Disagree with Others

Active listening

Effective questioning

Rapport building

3 perspectives

Saying ‘No’

Assertive behavior

Effective promising

Module 5: Handling Difficult Conversations

Select Appropriate Language to Express Your Ideas Clearly

Plan for Difficult Conversations in a Way That Focuses on Achieving the Results You Desire

Prepare for Potential Barriers To Difficult Conversations

Effectively Execute a Difficult Conversation

Set Goals for Applying Your New Skills to Your Real-Life Situations

Module 6: Managing Conflict and Moving Difficult Situations Forward

Figuring out what’s going on

Deal with things as they arise

Avoid blaming

Build bridges

Set clear boundaries

You don’t have to go it alone

Stop colluding

Or… if the conversation defies resolution – is walking away from an option?

Module 7: Dealing with Difficult Styles and Reactions

Defusing conflict before it escalates

Getting clear about what outcome you want

How to feed the solution, not the problem

Knowing when to leave things well alone

Making offers

Three Wins to them and they owe you one

Changing or letting go of your want

Adjudicating between other people’s arguments

Module 8: Handling customer complaints

Turn complaint into compliment

Establishing the issue

Determining a course of action

Following up

 

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