Conflict Resolution Skills

Learn how to resolve both your own and others' conflict more effectively.

Dealing with conflict puts a drain on your organisations’ resources. Formal processes are often time-consuming and ultimately unsatisfactory, while unresolved conflict can quickly worsen if left unaddressed.

Conflict Resolution Skills offers a practical grounding in the skills and knowledge required to resolve conflict. The course equips your delegates with an understanding and a set of skills to be able to better address both their own and others’ disagreements, and is suitable for human resources practitioners, team leaders, complaints managers, trade union representatives and front line workers.

The aim of this one-day course is to equip you with the skills required to address both your own and others' conflict more effectively.

At the conclusion of the course, you will be able to:

• View the resolution of conflict in a more positive way
  Understanding that conflict is bound to happen and that there is such a thing as 'good conflict'. Understanding when conflict becomes unproductive.

• Resolve conflict between yourself and another person
  Fostering a collaborative response. Using active listening skills, building empathy and rapport, and communicating assertively.

• Support colleagues through their own disagreements
  A staged process for conflict resolution between two individuals. Understanding the purpose and aims of each stage.

• Understand the importance of early and informal resolution of disputes
  Why mediation works best early on in a dispute. How situations develop and worsen over time.

• Understand when it is appropriate to refer cases on

• Evaluating conflict situations and deciding on the best course of action. When to refer cases on to other processes.

Conflict Resolution Skills covers everything that you will need to resolve conflict 'in the moment'.

This includes:

• How interpersonal conflict starts and develops

• The importance of early intervention and resolution

• Key conflict resolution skills and techniques, including ‘re-framing’

• Our trainers have a wealth of practical conflict resolution experience and are able to adapt the course content to the make-up of the particular group

• How to support other individuals who are in conflict

• When to step in and attempt resolution, and when to refer on to other sources of help

• An opportunity to have a go at a simulated case