Conflict Management
Accreditation Number: 115336568
Through
this training program that we are putting in your hands, we will together
explore the two basic types of conflicts and their causes. We will also delve
into typical methods for resolving these conflicts. Participants will be
trained in practicing effective communication skills to defuse potential
conflicts. You will also be equipped to employ effective strategies for dealing
with difficult personalities, such as an angry person or someone who does not
acknowledge the conflict. You will be able to handle specific situations,
including dealing with your boss, client, or another department at work.
By the
end of this course, participants will be able to:
•
Identify the causes of conflict.
•
Explain the types of conflict.
•
Analyze obstacles to effective listening.
•
Apply communication skills that support
conflict resolution.
•
Compare the impact of aggressive language
and positive language on influence and emotion conveyance.
•
Analyze conflict conditions for conflict
resolution.
•
Act professionally with all types of
clients, colleagues, and managers.
Course Curriculum
- Objectives
- Introduction
- Reasons for conflict
- Two types of conflict
- Rational versus emotional orientation
- Detached engagement
- Objectives
- Four typical approaches to conflict
- The ABCD’s of conflict resolution
- Getting buy-in
- Consensus
- Do it
- Objectives
- How to listen effectively
- Obstacles to listening
- Asking questions
- Assess your listening skills
- Listening practice
- Objectives
- Establish credibility and trust
- Communicating feelings
- Confrontational language
- The escalation processes
- Positive language
- Objectives
- Conflict denial
- Uncooperative person
- Angry hothead
- Confronting when intimidated
- Dealing with defeat
- Challenging personality practice
- Objectives
- Dealing with your boss or upper management
- Dealing with a co-worker or peer
- Dealing with team conflict
- Dealing with an employee you supervise
- Dealing with a customer or client
- Case studies
Instructor
Trainer-admin
Test2024 1 year ago
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