Overview
Conflict in human relationships, even good relationships, is inevitable both at home and in the workplace in New Zealand. Learning how to manage conflict is a key skill for anyone who works in a team, interfaces with customers or has a supervisory role.
The PD Training Conflict Resolution Training Course empowers participants with the techniques to identify the source of conflict, and then how to manage and resolve the issue quickly and with professionalism.
Who should attend
This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.
Prerequisites
There are no prerequisites for this course.
What you'll learn
In this course participants will:
- Gain a thorough understanding of the sources, causes and types of conflict
- Master all six phases of the conflict resolution process
- Understand the five main approaches to conflict resolution
- Learn to apply conflict resolution approaches
- Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalates
- Develop communication tools such as agreement frames and open questions
- Learn practical anger and stress management techniques
Course content
Conflict is the result of people having differing needs, opinions, expectations and importantly different perspectives in New Zealand. The reality of conflict is that in any human relationship it is inevitable, but if handled well, conflict provides a powerful avenue for significant growth.
Conflict resolution involves recognising and managing the particular conflict. This is an essential part of building emotional intelligence and nurturing relationships. Poorly handled conflict can affect both the employees and the clients, thereby impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organisation to focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.
This Conflict Resolution Training Course provides techniques for individuals in an organisation to resolve workplace conflict and build a common understanding and framework for working through challenging conflict situations. We have, after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution – Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflict in any situation.
After completing this course, participants will have learned to:
Topic 1: Conflict – is it all bad?
- Welcome
- What do we mean by Conflict?
- The Basis of Conflict
- Reflection
Topic 2: Understanding Your Response to Conflict
- The Learning Dimension Profile
- The Thomas-Kilmann Conflict Mode Instrument (TKI)
- Reflection
Topic 3: What makes up conflict?
- From Wince to Scream
- Filters
- Emotions and Conflict
- Reflection
Topic 4: How Managers Can Add to Conflict
- Micromanagement
- Poor Understanding
- Vague Expectations
- Setting Poor Standards
- Reflection
Topic 5: Resolving Conflict Between Others
- Planning and Setting up a Meeting
- Running a Mediation Meeting
- Negotiating a Solution
- Developing an Agreement
- Reflection
Topic 6: When Conflict Involves You
- Conflict Mapping
- Having a Balanced View
- Overcoming Resistance to Meet
- During the Meeting
- Reflection
Topic 7: Implementing Agreements
- Paying Attention
- Follow-up Meetings
- Reflection
Topic 8: Reflections
- Create an Action Plan
Common questions
When does Conflict Resolution Training run?
There are no scheduled dates for this course at the moment. Get in touch and we'll let you know when the next one is set, or arrange it for your team.
How much does Conflict Resolution Training cost?
From $750 + GST per person. Pricing can differ by date and location, so check the option you want before booking.
Do I need any prior experience?
There are no prerequisites for this course.
Can I attend online, or does it have to be in a classroom?
This one runs in-class. If you'd rather it ran online or at your workplace, get in touch and we'll look at options.
Can you run this course for my team?
Yes. Any ACE course can be delivered in-house at your workplace and tailored to your team's tools and goals — quote course code PDT0009 when you enquire.