Conflict Management Training Course

A highly participative course involving individual and group discussions, along with practical skills exercises, to enable delegates to share ideas and develop their skill levels.

Audience

Anyone seeking to enhance their assertiveness skills

Aim

This course aims to boost confidence and strengthen each delegate's ability to communicate confidently and assertively with colleagues and customers.

Objectives

By the end of the programme, participants will:

• Understand and overcome barriers to being assertive
• Recognise behaviour traits in themselves and others, and learn effective strategies for managing them
• Communicate effectively with a wide range of people to achieve win-win outcomes wherever possible
• Effectively manage difficult situations.

Goal

This training aims to review and enhance the competencies required to achieve business objectives, both through individual performance and teamwork. Key skills participants will develop include:

• Building an effective communication style with others
• Practically analysing communication barriers and applying active techniques to prevent them
• Fostering supportive working relationships
• Enhancing effective teamwork
• Gaining awareness of mutual influence within the team-unit and unit-team dynamic
• Utilising a range of techniques to manage conflict
• Adapting attitudes and behaviours to model constructive approaches, such as adopting an assertive posture

Method of work

The training is designed as an interactive experience, with participants engaged in sharing and practical activities for over 80% of the time. Each session follows a consistent flow: opening with a new exercise to build awareness, followed by a mini-lecture on relevant techniques (knowledge), and concluding with practice of new tactics and methods (skills). At the end of each session, participants receive supplementary materials covering the topics discussed.

Practical content is reinforced through mini-lectures that explain the theoretical foundations and fundamental psychological mechanisms participants experience while working in the training environment.

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and
• Case Studies

Audience

Staff who need to be fully aware of the issues surrounding Communicating and Influencing:

• Their colleagues
• Their bosses
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

In an increasingly globalised world, we work in more multicultural environments where conflicts between individuals and groups are possible. The fundamental belief behind conflict resolution is that conflicts are unavoidable but that they are manageable.

Assertiveness, self-confidence, negotiation ability, interpersonal and other skills are pivotal in supporting conflict resolution. In our everyday life, we encounter many occasions where we consciously or unconsciously (with family members, friends, clients, business partners) manage conflicts. Mastering conflict resolution helps to resolve conflicts effectively, as well as helping us to communicate better, persuade efficiently, improve business results as well as enhancing organisational and personal behaviour and performance.

This course offers a mix of theories and concepts, combined with group exercises and individual activities to enable delegates to share ideas and develop their skills.

Objectives:

• To understand the fundamentals and nuances of conflicts in organisations
• To explore key concepts, factors, theories, types, and models in conflict resolution
• To discover the personality types and leadership styles that support negotiation skills
• To learn the art of assertiveness and self-confidence
• To experiment, experience and practice conflict resolutions

Audience

• Staff who need to be fully aware of the issues surrounding influencing and avoiding conflict with: 
  • Their colleagues
  • Their bosses
  • Their internal and external customers and stakeholders

Course Objectives

By the end of the course, participants will be able to:

• Recognise the importance of managing their own behaviour before they can effectively influence others
• Understand the strengths and limitations of various communication channels
• Effectively manage relationships with internal and external customers and stakeholders

Format

The course will be a highly interactive blend of:

• Facilitated discussions
• Slide presentations
• Practical exercises and 
• Case studies

This two-day course is designed for individuals seeking better outcomes from negotiations with customers, suppliers, and colleagues. It teaches the skills and tactics employed by effective negotiators and builds the confidence required to succeed.

Participants explore different negotiating styles and learn how to maximise their personal influence while safeguarding key relationships. The course is highly interactive, combining lectures, discussions, coaching, and practical exercises.