Conflict resolution Training
Practical framework for managing conflict in the workplace
Duration
HALF OR FULL DAY
Location
ON-SITE OR ONLINE
Group Size
UP TO 100
Certification
CERTIFICATE OF PARTICIPATION
GC21 Construction Training - NSWBUY
For construction companies - we offer a combined Conflict Resolution & Alternative Dispute Resolution Training
Download Course Outline
OVERVIEW
Conflict is one of the most challenging parts of work and yet most people aren’t taught how to deal with it effectively.
When conflict isn’t managed well, it can escalate and spread. Ongoing conflict causes stress, wastes time, creates tension and distracts from what is really important.
This workshop provides a comprehensive set of tools that can be used to resolve conflict early and prevent things from escalating. Whether you are in solved in a conflict yourself or helping to resolve conflict between others this course will help you feel calm and confident as you respond rather than react.
Completing this workshop will help you:
Develop practical, hands-on skills to handle conflict effectively and efficiently
Gain the confidence to make decisions involving disputes with colleagues, customers, contractors, or other stakeholders
Improve workplace communication and team engagement
Enhance your team's conflict resolution skills
Support others around you to deal with conflict without getting sucked in to 'rescuer' mode
Develop strategies for holding on to boundaries
Who is the course for?
Managers and leaders
Customer service staff
Staff who deal with clients and customers
People responding to complaints or delivering bad news
Professionals wanting to gain confidence dealing with strong emotions and difficult personalities
Course Format
4 hour training workshop, including case study activities
Interactive and discussion-based
On-site or online options available
Includes handouts and resources, including links to online resources and books for further learning
MODULES
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Understand how to analyse a conflict to clarify which factors are contributing to the situation and begin to develop options for responding.
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It’s easy to get sucked in to conflict and strong emotions have a tendency of replicating themselves.
Learn to protect yourself from the negative impacts of conflict and remain rational and logical even when conflict starts to heat up. -
Recognise the fight or flight response and learn how to help someone calm down and re-engage their ‘rational brain’.
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How to use a brief-informative-friendly-firm approach to contain conversations and interactions.
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Find the middle ground between silence and violence. Many people stumble into passive or aggressive ways of deal with conflict. Learn the essential elements of respectfully assertive communication.
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Learn to demonstrate empathy (not sympathy). Feel more confident ‘holding the line’ where needed and avoid getting sucked in to a situation.
Participant Feedback
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