تفاصيل الدورة
Course Description:Human relations managers in businesses often find themselves managing situations of inter-personal conflict. How can you manage disagreements in ways that build personal and collegial relationships rather than harming them? Such disagreements or conflicts can occur between individuals or between groups of people. Here are five strategies from conflict management theory for managing stressful situations. None is them is a "one-size-fits-all" solution. Which one is the best in a given situation will depend on a variety of factors, including an appraisal of the levels of conflict.
How attendees will benefit?
After completion of the programme, delegates will be able to:
- Identify causes of conflict
- Describe how diversity and differences can be harnessed
- Demonstrate strategies that avoid escalation of conflict
- Demonstrate techniques to show empathy and rapport
- Problem solve quickly and effectively
- Handle customer complaints appropriately
- Negotiate a successful outcome
Course Content:
- What is conflict?
Causes of conflict
Why people can seem difficult
Differences, diversity and opportunity - Diagnostic clinic
- Communication skills for conflict resolution
Active listening
Effective questioning
Rapport building
3 perspectives
Saying 'No'
Assertive behaviour
Effective promising - Win-win negotiating
10 tips for negotiating
Aligning conflicting or competing outcomes
Effective behaviour for successful negotiating - Handling customer complaints
Turn complaint into compliment
Establishing the issue
Determining a course of action
Following up - Managing stress
Identifying signs of stress
Keeping your cool
Venting appropriatels
Course Style:
- Lecture or One-to-One training style.
- In house training.
- Group Training.
- Practical Training.
Remember:
- We provide this course in any place and at any time suitable for you.
المتطلبات
This course provides training in conflict resolution to equip participants with the skills, knowledge and confidence to effectively manage and turn around potentially negative performance situations in the workplace in a clear, assertive and constructive manner.
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