Harnessing Conflict Training

Conflict often appears in our work and home life. How well it is handled will have an impact on all future dealings. Because of our experiences with conflicting situations, we often develop particular styles or methods for resolving them. Some approaches will work well with some people, but not with others. We all need skills that can be used in a wide variety of situations.

This course aims to increase the confidence staff that may need to deal with difficult clients, staff or colleagues. It will explore practical ways to resolve conflict and offer the opportunity to practice new skills and techniques on case studies that reflect live situations.

Learning Objectives
This course will enable learner to:

• recognise their own conflict management style and attitudes to conflict
• create rapport and empathy for the other party through active listening skills
• demonstrate appropriate assertiveness for the situation
• identify methods of developing and exercising co-operative power
• demonstrate ways of managing the emotions of all parties
• map a conflict using a template for action
• determine negotiation, mediation or arbitration strategies when needed.