Course Content:
Exploring our definition of conflict and our responses when conflict occurs
Understanding the causes and impact of conflict at work
Identify how we feel about conflict
Recognise the 5 stages to conflict
Learn about the 2 core dysfunction that could be fueling internal work conflict
Interpreting verbal and non-verbal communication and understand how communication can go wrong
Identify the importance of rapport building, using verbal/ non-verbal cues and effective listening skills
Analysing Thomas Kilmann Conflict Mode Instrument results
Understanding the importance of dialogue and how to stop conflict escalating?
Perception is reality - Changing our understanding of the situation
Reviewing how best to deal with our current situations with customers, colleagues or even the boss conflict!
Golden rule to master conflict and achieving a win-win
Personal Improvement Plan

Aim:
The stress of handling difficult people at work can impact on productivity and even cause a reluctance to come to work. As such there has never been a more important time to build strong work based interpersonal relationships. The reality is that conflict in the workplace is guaranteed. Many employees are having to deal with difficult people on a daily basis, this can have the ability to waste time and therefore effect your quality of work. The aim of this workshop is to equip participants with the skills to address difficult or challenging behaviour, understand how our responses can add or detract from meaningful dialogue, and understand how to improve communication and interpersonal relationships to help participants turn conflict into a productive force.
After completing this workshop participants will be able to:

• Identify exactly what conflict is and why it arises
• Recognise the various stages of conflict and preventing them from escalating
• Understand your conflict management style
• Understand the importance of effective communication from rapport building, nonverbal, verbal queues and effective listening
• Utilise a variety of methods for managing conflict successfully
• Invest less time and energy in conflict and create more productive relationships with others