Conflict Resolution And Mediation

Course Overview

 Every workplace has conflict.  Whenever people work together it is natural that our values or opinions will occasionally clash and a conflict will occur.  Many people find dealing with conflict uncomfortable difficult or intimidating.  Managing conflict skilfully and constructively is both valuable and necessary in providing opportunities for positive change and development within an organisation.

 This course offers a variety of practical learning opportunities for participants to develop skills in identifying conflict and resolving it effectively.

 Recommended for

Anyone who feels that their response and understanding of conflict situations could be improves including: managers, project managers, supervisors, other professional team members.

 Course Objectives

 Throughout the course you will learn tools and techniques which will provide participants with clear guidelines to help them manage conflict in the workplace.

 At the conclusion of this course participants will have learned to:

• Assess the two conflicting key goals which include, achieving personal goals and maintenance of the relationship.
• Determine and analyse the different levels of stages of conflict
• Determine the benefits of conflict and how to make them work best for you
• Implement the steps involved in managing conflict constructively
• Recognise the do's & don'ts to conflict management
• Understand our own behaviour
• Understand the other party
• Appreciate the diversity within the workplace
• Work to a mutually agreeable solution
• Recognise effective and ineffective traits
• Read body language
• Understand tone of voice