Conflict Management Strategies & Styles هذه الدورة تدرس باللغة الإنجليزية

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.

تحديث بتاريخ 06 February, 2018