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Course Overview The managing conflict course will benefit individuals, teams and the organisation by providing delegates with the understanding and ability to manage conflict in the workplace. Using a variety of training methods including short lectures, exercises and role-plays; this seminar is designed to be highly informative, interactive and relevant to the every-day working situation. Audience Anyone who experiences conflict in the workplace. Skills Gained Delegates will learn to: - Understand why conflict is inevitable
- Realise that not all conflict is negative
- Learn their own preference for coping with conflict
- Be able to distinguish between aggression, assertion and submission
- Know how to manage conflict with both internal and external customers
- Have developed the skill to handle a variety of everyday confrontational situations
Course Outline - What are the Course Objectives
- An Introduction to Conflict
- Sources of Conflict
- Myths and Truths about Conflict
- If Conflict is Inevitable What Are the Options?
- Developing our Repertoire of Techniques
- Assertiveness
- Questioning and Listening skills
- Handling Difficult Situations
- A Model for Resolving Conflict
- Practising Conflict Handling Skills Through Role Plays
- Summary & Action Plans Agreed
How to make a booking for the PD-CRS1 course
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