Conflict is one of the most destructive behaviours in business and handling conflict in the workplace is one of the most challenging. Our natural response when confronted with conflict is to either run away or stay and battle it out. Whichever response is chosen we can sometimes feel uncomfortable with the results either because we have imposed our will on another or they have imposed their will on us.

These situations can be successfully managed when you are equipped with the correct techniques which allow conflict to be resolved and a mutually acceptable compromise to be reached.

This exciting course, focusing on how to handle conflict in the workplace and conflict management, will equip delegates with practical techniques they can use to perform effectively in any difficult work situation. This is a highly practical course that involves role-play and other exercises and all delegates should come prepared to enter into the spirit of the day.

Course Objectives

Recognise conflict issues that impact on performance.
Confront conflicts and problems in a non-hostile manner.
Manage and resolve conflict effectively.
Control anxiety, fear and anger.
Actively listen to individuals and groups.
Identify and analyse conflicts and/or problems.
Practice strategies and applications to resolve conflict and obtain positive results.
Develop tools to implement conflict management in the workplace.

Course Designed For

Any member of an organisation who has to deal with conflict either from colleagues or customers and feels that they would benefit from the opportunity to enhance their ability to resolve the issue with some mutual agreement.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

Understanding Behaviour

Current behaviour
Desired behaviour
Your own behaviour in the face of conflict

Reasons for Behaviour

Organisational and personal perspectives
Influences of learned behaviour

Communication Styles Personal Audit of Preferred Communication Style

Approaches to Conflict Options for responding
Reflections and review of dealing with your own situation

Anger in Others

Staying calm in the face of enemy fire
Defusing anger
Introducing rapport

Application to the Workplace Review of the Approach Discussed

Personal evaluation
Role-play

Personal Development

Developing an action plan

£464.13 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

Everything on this course has helped me deal with difficult and stressful situations both at work and at home.

HR Administrator - Electrical Appliance Distributor

Very enlightening. I have learned a great deal about behaviour and people's motivation.

Office Co-ordinator - UK Haulier

Very good. Very complete. I now have a set of tools to deal with the stress that is now part on my job.

Office Manager - Office Furniture Supplier

One of the only training courses that I have attended that actually delivered what it promised. Excellent all round.

Post Graduate Co-ordinator - NHS trust