Conflict Resolution

Course: Conflict Resolution

Course objectives
To improve participants' skills for resolving conflict in the workplace or elsewhere, in an assertive, empathetic and problem-solving manner.

Target audience
Middle to upper management.

Course duration
2 days.

Outcomes for course participants
On completion of the training participants will be able to:
* Identify their own typical style when dealing with conflict
* Recognise the most appropriate approaches to various kinds of conflict
* Employ the most appropriate approaches to various kinds of conflict
* Employ a win-win approach to resolving conflict
* Implement key assertiveness techniques as determined by the situation
* Practice empathy, active listening and effective communication in conflict situations

Course content overview
* Conflict levels (tensions, critical incidents, sustained tension, crisis)
* Approaches to conflict:
  - Win at all costs (aggressive - win-lose)
  - Keep the peace (submission - lose-win)
  - Withdraw (passive-aggressive - lose-lose)
  - Seek mutually acceptable outcome (assertive - win-win)
* Self-appraisal of typical approach to conflict and consequences
* You have rights (and so do others)
* Four assertiveness techniques in dealing with conflict:
  - Broken record
  - Negative assertion
  - Negative inquiry
  - "I" statements
* Demonstrating empathy
* Achieve listening skills and effective communication (minimising roadblocks, etc)
* Focus on problem-solving, not personality
* Conflict resolution skills practice
* Action plan

Instruction techniques
Lectures, workshops, role play, syndicate.

Course presenters
Various.

Course fees
Price on application.

More information
Call Michelle on 02 9739 2325 for more information or to book a course.