OUTCOMES

By the end of this course, participants will:

• 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 styles of conflict resolution
• Learn to apply the conflict resolution process to all types of conflict
• Learn how to break out and use parts of the process to prevent conflict
• Develop communication tools such as agreement frames and open questions
• Master anger and stress management techniques

Course Length:

1-day

Certificates:

Certificates of Completion are issued to each participant

Also available for In-House courses:
Post-course assessment for validation of learning.

Related courses:

Handling Difficult People and Situations

Emotional Intelligence

Negotiation Training

OUTLINE

Conflict Resolution Training Course Outline

Download a Course Outline 

Foreword:

Conflict is the result of people having differing needs, opinions, and expectations. The reality of conflict is that in any human relationship it is inevitable. More importantly, if handled well, conflict provides a powerful avenue for significant growth. Hence developing good conflict resolution techniques is very important.

Conflict resolution involves recognising and managing the particular conflict. This is an essential part of building emotional intelligence, and nurturing relationships. Poorly handled conflict can affect both the employees and the clients thereby impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organisation to focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.

This Conflict Resolution Training program provides techniques for individuals in an organisation to resolve workplace conflict and build a common understanding and framework for working through challenging conflict situations. We have, after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution – Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflict.

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process

• Examining Root Cause
• Creating a Cause and Effect Diagram
• The Importance of Forgiveness
• Identifying the Benefits of Resolution

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

• Generate, don't Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into your Options

Conflict Resolution Training Course - Lesson 3
Creating an Effective Atmosphere

• Neutralising Emotions
• Setting Ground Rules
• Choosing the Time and Place

• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan

• What do I Want?
• What do They Want?
• What do We Want?

• Evaluating the Situation
• Choosing your Steps
• Creating an Action Plan
• Using Individual Process Steps

• Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening your Partnership

• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

'your place or ours'

In-House training benefits:

• tailored to your needs and goals
• cost effective - from $140 per person (full day)
• you choose the day, place and time
• greatest impact in the shortest time
• tailoring ensures practical tools directly applicable to your workplace
• great team building opportunity
• more convenient, people don't need to go off-site

Ph: 1300 121 400

Tailored Delivery - standard

We will always tailor the delivery of your In-House Training course to ensure it is relevant to your team, and targeted at your learning goals. We can incorporate your company's examples and terminology to ensure you the training can be directly related back to your workplace. This is standard, and included in the price.

Your delivery options

We offer a range of different class types to suit your operational needs.

	The "1-hour Motivator" training sessions These 60-90 minute sessions are highly motivating and thought provoking - ideal for those people who need to fit training in around a busy work schedule - great as an early morning kick-start or lunch time boost! Read more...
	The "3-hour Power" sessions 3-hour power sessions – are a great solution when you have very specific outcomes you are targeting, or scheduling the team to be off the job for a whole day is proving to be a challenge Read more...
	Full-day short courses 1-2 day short courses delivered with a unique focus on 80% activities 20% content – just the way learning should be! Read more...
	Conferences and workshops Do you want your conference to be memorable, fun, interactive and have a real highlight? pdtraining's dynamic trainers can add that flair, excitement and much much more! Read more...

Q: Who else uses Professional Development Training?

A: Take a look at some of our recent clients

Q: Are they Happy?

A: This is what they say about us testimonials

Questions?

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Phone: 1300 121 400

Scheduled Conflict Resolution Classes

Classes fill up fast - click a date to enrol now!

Questions?

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it or
Phone: 1300 121 400