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Face to face public schedule & onsite training. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
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.
- 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
BenefitsWhile 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.
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
What you get
"What do I get on the day?"
Training is held in our modern, comfortable, air-conditioned suites.
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water