Conflict Resolution & Management

Overview

In a busy working environment, conflicting views and ideas understandably surface from time to time. With the stress of delivering strategic objectives, meeting deadlines, and juggling different departmental priorities, it is essential that everyone in the workplace has the ability to understand, recognise and implement strategies for managing and resolving conflict.

 

This is a highly practical one-day course which will address the many aspects of conflict and how best to resolve it. This workshop has been specifically designed to give you an opportunity to learn and test a range of models and techniques to help recognise, manage and resolve conflict in the workplace.

Objectives

• Identify the key components present in all angry confrontations
• Recognise different stages of conflict escalation
• Recognise the signs of conflict and aggression
• Maintain composure when responding to conflict and aggression
• Use skills to manage their words, phrases and body language
• Demonstrate skills to stay calm and manage angry customer behaviour

Course Outline

Background to Conflict

• Triggers to aggressive behaviour
• Stages of conflict escalation
• How our safety can be compromised

• Reading signs and symptoms of aggression
• Managing conflict ‘flashpoints’

Responding to Conflict

• Understanding our natural response to conflict
• Understanding the impact of ‘red rag’ words and phrases
• Managing our body language during conflict
• Staying calm and managing our own responses

Managing Conflict

• Structuring and controlling the conversation
• Listening and calming the situation
• Saying ‘No’ effectively
• Handling abusive behaviour
• Solving the problem