The course focuses on the skills required to build good relationships, to minimise the risk of conflict and to deal with conflict when it arises in a constructive manner. The course delivers practical techniques to enable you to difficult and potentially confrontational situations confidently.
Managing Conflict
Who will benefit
Anybody, who wishes to enhance their performance at work through their relationships with others and by effectively dealing with conflict and potential conflict situations.
Objectives
The course focuses on the skills required to build good relationships, to minimise the risk of conflict and to deal with conflict when it arises in a constructive manner. The course delivers practical techniques to enable you to difficult and potentially confrontational situations confidently.
You will: Learn how to recognise potential areas of conflict in order to prevent problems arising Identify your personal style of handling conflict and learn how to effectively deal with conflict when it happens
Course Content
Understand the nature and effects of conflict
Develop self awareness and understanding others
Gain an insight into the symptoms and root causes of conflict
Gain a clear understanding of own and others values motivations and likely causes of conflict
Develop rapport building skills
Choose how to respond to others
How to handle emotional behaviour
How to manage own emotions and manage anger
Enhance listening and questioning skills
Develop use of verbal and non verbal communication
Identify own preferred style of handling conflict
Influencing strategies and negotiating a win/win situation
Use assertiveness for influencing and achieving positive results
Explore aggressive and passive behaviour
Effectively use frameworks for managing anger and conflict situations
Practical exercises
How We Work With You
Our approach is to develop events, courses and programmes in partnership with you and together choose an in-company solution that is always highly cost effective and ensures that your learning and development objectives are achieved.
We focus on the learner’s development needs, finding creative, blended learning solutions, so that teams and individuals get a structured learning experience that meets the organisational demands, goals and objectives.
By completing a detailed analysis prior to any training programme we can establish the bench mark starting point.
Programmes are then designed to ensure that the learner is informed, challenged, inspired and motivated to achieve success using a blended approach and accelerated learning techniques.
Following the delivery of any training event, we evaluate the programme results and chosen learning methods with you. All delegates complete a personal development and action learning plan to help transfer of learning into the workplace.
We often adopt a pilot approach to ensure that individual events within an assignment are achieving the intended impact. We are then able to make what are often minor adjustments to achieve more powerful outputs.
Our proposed approach to any assignment will be based on your company vision, values and strategic goals, following the on-going cycle outlined below.
Continuous improvements can be made thereafter using the cycle as an on-going process.
Working in partnership with you
Understand your current situation and business goals
We will work with you to quickly understand your business, strategic goals, values and aspirations, helping to identify people development priorities to achieve your specific objectives.
We are expert in rapidly getting to know our clients culture, processes and people, in order to create specific content, case studies and approaches that work for you.
Design - Plan and agree the most effective strategy
Our solutions are bespoke and tailored precisely to your need. There is nothing predefined or prescribed about our approach, nor are we tied to any particular method or technology.
We use our learning design expertise to diagnose performance gaps and create solutions grounded in a deep understanding of how people learn and develop With many years experience of designing training programmes, and measuring their success means that we can quickly identify which performance metrics will accurately predict the outcome you desire. We then develop the programme and content to produce measurable results quickly, incorporating a full range of high impact blended learning solutions
Implement the programme, deliver the plan and achieve goals
Our programmes are highly interactive and deliver behavioural change, they provide practical development, which attendees can take back to the workplace and put into practice immediately.
Our inspirational trainers, facilitators and coaches all have many years of experience and have been handpicked for their knowledge and interpersonal skills. They all have highly credible track records in people development and senior leadership roles.
Embed - The learning and behaviours
We offer a range of embedment activities following any event, to ensure the transfer of new skills, knowledge and behaviours to the workplace and make the changes stick. We can support line managers with:
Observations with feedback and coaching
Monitoring and assessing performance against agreed criteria
Coaching sessions and agreed goals
Knowledge testing
Support with online refresher modules
Project work to assist knowledge development
A team of trained coaches to support the programme
Actors for skills practice sessions
Lunch and learn events
Evaluate, Measure impact and benefits
The process of measuring results begins during the programme design stage, so the learning outcomes are tightly aligned with your strategic objectives. It is an ongoing process which leads to decision making and planning for future training.
Therefore, a useful and informative evaluation program needs to be part of the programme There are many excellent methodologies and tools for evaluation as well as practical ways to retrieve good results and we will tailor these to measure precisely what’s needed.
Give staff the confidence to communicate more effectively and convincingly, dealing with challenging situations more confidently. Our communication experts will explore the concept of personal impact,
As the businesses we work with grow, so do we. It makes the hectic world of business all the more enticing and not to mention a little FUN! I look forward to meeting many more inspiring business leaders over the coming months – Hilary Steel
This regulated qualification is ideal for anyone who requires training in conflict management. It is appropriate for a wide range of sectors and suitable for anyone with a customer-facing role dealing with service users or the public.
Here at SJA Training service have used our combine security experience and put together a course that works both for security and any other day to day public service user.
This course is for anyone who wants to develop their knowledge and skills to manage conflict properly, helping you gain a better understanding of how conflict can arise and the skills needed to overcome these challenges within the working environment.
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