Conflict Management – Resolution

COURSE OVERVIEW

This course will explore and extend participants knowledge about Conflict Management; the forms it can take, those who are at risk, various explanations for the occurrence of conflict management and possible resolution options.

Participants will go on to look at their code of practices in response to a challenging situation including communication techniques and resolution techniques if requested by the client.

Delegates will go away from this session with an increased understanding of how to steer emotionally charged conversations towards solutions and resolutions; promoting positive relationships between colleagues and clients alike.

COURSE CONTENT

• The purpose of conflict
• Changing what you do to influence the outcome of an interaction
• Defining a “difficult” person and “challenging” behaviours
• Working more effectively with people
• Using honesty and agreement to move things forward
• Turning arguments into discussions
• Defusing blame; attributing responsibility
• Active listening
• The Games People Play
• Handling strong emotions
• Delivering bad news
• Identifying and developing solutions to an existing problem
• Creating a win-win: achieving resolution

CERTIFICATION

Attendance Certificate