This one-day instructor-led course will help you to understand how conflict can be positive and will introduce you to tools and techniques that will assist you to effectively deal with conflict situations.
Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow.
Upon course completion, participants will be able to:
• Identify causes of conflict
• Describe how diversity and differences can be harnessed
• Demonstrate strategies that avoid escalation of conflict
• Demonstrate techniques to show empathy and rapport
• Problem solve quickly and effectively
• Handle customer complaints appropriately
• Negotiate a successful outcome
What is conflict?
• Causes of conflict
• Why people can seem difficult
• Differences, diversity and opportunity
Communication skills for conflict resolution
• Active listening
• Effective questioning
• Rapport building
• 3 perspectives
• Saying ‘No’
• Assertive behaviour
• Effective promising
Win-win negotiating
• 10 tips for negotiating
• Aligning conflicting or competing outcomes
• Effective behaviour for successful negotiating
Handling customer complaints
• Turn complaint into compliment
• Establishing the issue
• Determining a course of action
• Following up
Managing stress
• Identifying signs of stress
• Keeping your cool
• Venting appropriately
Planning into Action
• Putting planning into action
