Course description
Relationship Building and Conflict Resolution
Suitable for anyone who interacts with people on a face-to-face basis, where possible conflict can occur. Unresolved conflict impacts on everyone' performance, morale and well being and it is vital to resolve it effectively. This workshop will help you to handle conflict and extreme differences with colleagues, clients or customers, avoiding situations that may lead to irretrievable breakdowns in communication.
Upcoming start dates
Outcome / Qualification etc.
By the end of the course you will:
- Understand the common causes of conflict
- Recognise patterns of behaviour you may encounter during different interactions
- Be alert to the warning and danger signs of conflict
- Be able to confidently take the main steps to avert or deal with possible conflict
- Have absorbed different techniques to communicate effectively and build rapport
- Be able to create an action plan to support your change in dealing with and resolving conflict
Training Course Content
Introduction & Workshop Objectives
- What we will cover
- Setting personal objectives and priorities
What is Conflict?
- What does conflict mean?
- The causes and how to recognise them
- The effects of conflict
Understanding Challenging Behaviour
- Recognising three types of behaviour
- Understanding different behavioural triggers
- Modifying behaviour
- Influential communication
Managing Conflict
- Recognising the causes of conflict
- Defusing aggression and handling complaints
- Seeking resolutions
- Thomas Kilmann Conflict Model
Resolving Conflict the Process
- Build rapport
- Seek and understand the facts
- Discuss solutions and possible action
- Negotiate and agree action
Influencing & Persuading
- Barriers to successful persuasion and how to overcome them
- Emotional intelligence and empathy to establish trust and communicate effectively
The way forward
- Taking ideas back to the workplace and putting them into action
Why choose GBC Learning & Development
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Expenses
Course Price: £360 + VAT
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