Conflict Resolution

Who is this course for?

As life becomes busier with ‘more things to do’, ‘places to be’ or ‘people to meet with’ filling our agenda, it also becomes more fraught. This course develops your understanding of what triggers anger patterns, the circumstances that bring them forth, as well as the effective management of conflict within yourself and between individuals within the workplace. It, therefore, suits all classes of personnel within your business.

Objectives

• learn and practise key skills to build your confidence


• maintain composure whilst de-escalating conflict.


• understand, recognise and implement strategies for managing and resolving conflict


• practise and test a range of models and techniques to help recognise, manage and resolve workplace conflict

Benefits

While there are many reasons to engage in conflict, the purpose of conflict management is to arrive at a resolution. In this Conflict Management course you will learn to recognise different signs and stages of conflict, be able to identify the key components present in angry confrontations and be able to prevent the situation escalating. You will learn how to maintain your composure when responding to conflict and learn skills in how to manage your words, and body language to bring about resolution.

Understanding Conflict

Identify common sources and levels of conflict
Explore the belief/behaviour cycle that underpins conflict
Triggers to aggressive behaviour
Understanding others’ needs when they are angry
Types of conflict
Stages of conflict escalation

Responding to Conflict Situations

Signs and symptoms of aggression
Conflict ‘flashpoints’ and the impact of ‘red rag’ words and phrases
Understanding your natural response
Analysing the conflict so it is clear and easy to understand
Emphasising what you agree on and what you do not agree on
Managing your body language
Staying calm and managing your own emotional responses

Techniques and Tactics for managing conflict

Employ a systematic approach to solve conflicts
Structuring and controlling the conversation
Listening, responding with empathy and calming the situation
Acknowledging difficulties and emotions
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Saying no effectively
Handling abusive behaviour
Delivering Difficult Messages

Manage Conflict Escalation

The impact of aggressive behaviour
Dealing with aggressive and negative behaviour
Responding to personal criticism and entrenched behaviour
Non-threatening ways to highlight the consequences of escalation

Moving Difficult Situations Forward

The Power of Open and Honest Communications
Following a positive strategy for conflict resolution
Key interpersonal skills for resolving conflict
Listen without judgment and ask focused questions
Emphasise a win/win strategy
Simple ideas for resolving conflict

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.