Conflict Management

Difficult situations are inevitable. This course will help you to understand the mechanisms at play when you’re in a difficult situation. You’ll learn and practise behaviours that will navigate you through the tough times and help you avoid them in the first place. The program explores a number of techniques that allow you to take the initiative to change a difficult situation.

Duration:

• 2 days

Learning Outcomes

At completion of this course, participants will be able to evaluate and implement the following:

• Identify the elements of a difficult situation

• Analyse what works and doesn’t work when dealing with difficult situations

• Describe your reactions to difficult situations and how they shape outcomes

• Use listening, paraphrasing and questioning to ensure you understand the other person’s perspective

• Apply assertive techniques to respond to difficult work place situations

• Define conflict and identify your style in conflict situations

• Apply a process for resolving workplace conflicts