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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.
Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.
Learning Outcomes
In this course participants will learn how to:
Gain a thorough understanding of the sources, causes and types of conflict
Master all six phases of the conflict resolution process
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
Learn practical anger and stress management techniques
Course Outline
Conflict Resolution Training Course - Lesson 1 Getting Started
Pre-Assignment Review
Workshop Objectives
Conflict Resolution Training Course - Lesson 2 Conflict Resolution Explained
Conflict Defined
Conflict Resolution Defined
Review the Conflict Resolution Process
Conflict Resolution Training Course - Lesson 3 Conflict Resolution using the Thomas-Kilmann Instrument
Collaboration
Competition
Compromise
Accommodating
Avoidance
Conflict Resolution Training Course - Lesson 4 Create a Neutral Atmosphere
Create Neutral Emotions
Setting Limitations
Choose the Right Place and Time
Conflict Resolution Training Course - Lesson 5 Finding Mutual Requirements
What I Need
What They Need
What We Need
Conflict Resolution Training Course - Lesson 6 Identifying Individual Needs
What They Need (Expanded)
Creating a Positive Path
Creating a Strong Relationship
Conflict Resolution Training Course - Lesson 7 Identify the Real Issue
Examine the Root of the Problem
Design the Cause vs Effect Diagram
Forgiving is Essential
Discuss the Resolution Benefits
Conflict Resolution Training Course - Lesson 8 Creating Multiple Options
Creation vs Evaluation
Identifying Options for Mutual Gain
Further Options to Consider
Conflict Resolution Training Course - Lesson 9 Finding the Best Solution
List Solution Criteria
Short Listing Options
Comparing Solutions
Planning the Solution
Conflict Resolution Training Course - Lesson 10 Evaluate and Take Action
Evaluating the Current Situation
Choosing Appropriate Actions
Design an Effective Process
Implement the Action Plan
Conflict Resolution Training Course - Lesson 11 Additional Resources
Stress Management Techniques
Anger Management Techniques
The Agreement Frame Explained
Open-Ended Questioning
Conflict Resolution Training Course - Lesson 12 Wrapping Up
We have over 400 expert trainers and training consultants across Australia, to ensure it is fast and easy for you to receive training that exceeds your expectations (you’ll be impressed at our speed and quality of service - test us out!).
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