Course Description
Learning how to manage and resolve conflict is a key skill for anyone who works in a team, communicates directly with customers or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.
This Conflict Resolution Course by PD Training provides techniques for individuals in an organisation to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness and Persuasion.
These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others. Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.
This is a practical class that is suitable for all audiences and provides people with the tools that they can apply on-the-job (and in other contexts) the very next day.
This is an instructor-led class that you can attend from home or your office.
We use secure Video Conferencing with interactive features such as live polling, screen sharing, whiteboards, live chat and breakout sessions. Please discuss your preferred platform, most commonly we use Microsoft Teams, Skype for Business, Webex or Zoom upon request.
These courses are facilitated in English, and are open to people from different industries in all countries especially across Australia, New Zealand, Singapore, Malaysia, Hong Kong and Papua New Guinea - this is a short but powerful learning experience that gives you global collaboration opportunities.
Our trainers and processes have been refined to give you a personalised learning experience where it is specifically targeted to your needs see our outcomes in the reviews.
**Please note, these classes run to a very tight schedule, please follow the invitation and join the class 10-minutes prior to commencement so you are ready to participate and don't miss a minute!
Course Outcomes
In this course participants will learn how to:
- Understand the five main approaches to conflict resolution
- Learn to apply conflict resolution approaches
- Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalates
- Develop communication tools such as agreement frames and open questions
Course Outline
Conflict Resolution Training - 3hours - Lesson 1
Conflict – is it all Bad?
- What do we mean by Conflict?
- The Basis of Conflict
- Common Causes of Conflict
Conflict Resolution Training - 3hours - Lesson 2
Understanding Your Response to Conflict
- Your REACH Profile
- How you handle conflict
- The Thomas-Kilmann Conflict Mode Instrument (TKI)
Conflict Resolution Training - 3hours - Lesson 3
Resolving Conflict Between Others
- Conflict Resolution Process
- Running a Mediation Meeting
- Restating
- Negotiating a Solution
- Developing an Agreement
Conflict Resolution Training - 3hours - Lesson 4
When Conflict Involves You