Conflict Management Training Course

This highly interactive course features individual and group discussions alongside practical skills exercises, empowering delegates to exchange ideas and elevate their competencies.

Audience

Anyone seeking to improve their assertiveness capabilities

Aim

The course is designed to boost confidence and enhance the delegate's ability to communicate with both colleagues and customers in a confident and assertive manner.

Objectives

Upon completion of the programme, participants will be able to:

• Identify and overcome obstacles to assertive behaviour
• Recognise assertive traits in themselves and others, and learn effective strategies to manage them
• Communicate effectively with diverse audiences to achieve mutually beneficial outcomes wherever possible
• Handle challenging situations efficiently

Goal

This training aims to review and enhance the competencies required to meet business objectives, both in individual tasks and team collaboration. Participants will acquire key skills such as:

• Developing an effective communication style with others
• Practically analyzing communication barriers and learning active techniques to prevent them
• Building supportive collaborative relationships
• Enhancing effective teamwork
• Gaining awareness of mutual influence between team members and the team as a whole
• Mastering various techniques for conflict management
• Modifying attitudes and behaviors to adopt constructive approaches, such as assertive postures

Methodology

The training is designed to be highly interactive, with participants engaging for over 80% of the time. Each session follows a consistent dynamic: starting with exercises to build awareness, followed by a mini-lecture on relevant techniques (knowledge acquisition), and concluding with practice of new tactics and skills. After each session, participants receive supporting materials to reinforce the topics discussed.

Practical materials are supplemented with mini-lectures that explain the theoretical foundations and fundamental psychological mechanisms underlying the activities performed during the training.

Learning Outcomes:

• Recognise the importance of managing one's own behaviour before attempting to influence that of others.
• Evaluate the strengths and limitations of various communication channels.
• Effectively manage relationships with both internal and external customers and stakeholders.

Course Structure:

This course employs a highly interactive approach, combining:

• Guided discussions
• Visual presentations
• Practical exercises
• Real-world case studies

Audience

Staff who need to be fully aware of the issues surrounding Communicating and Influencing:

• Their colleagues
• Their bosses
• Their internal and external customers and stakeholders

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Appreciate the need to manage their own behaviour before they can influence others’ behaviour
• Understand the strengths and weaknesses of the various communications media available
• Manage their internal and external customers and stakeholders
• Explain how to deal with the difficult situations they may encounter in the office

In today's increasingly globalised world, we operate within multicultural environments where conflicts between individuals and groups are inevitable. The core premise of conflict resolution is that while conflicts cannot be entirely avoided, they can be effectively managed.

Key elements such as assertiveness, self-confidence, negotiation capabilities, and interpersonal skills play a crucial role in resolving disputes. In our daily interactions with family, friends, clients, and business partners, we constantly manage conflicts, either consciously or subconsciously. Mastering these resolution techniques not only helps in addressing disputes effectively but also enhances communication, persuasion, and business outcomes, while improving both organisational and personal performance.

This course blends theoretical frameworks with group exercises and individual activities, allowing participants to exchange ideas and develop their practical skills.

Objectives:

• To comprehend the fundamentals and complexities of conflicts within organisations
• To explore essential concepts, factors, theories, types, and models of conflict resolution
• To identify personality types and leadership styles that support negotiation abilities
• To master the principles of assertiveness and self-confidence
• To engage in practical exercises and simulations for conflict resolution

Target Audience

• Personnel who require a comprehensive understanding of the issues related to influencing and avoiding conflict, specifically regarding relationships with: 
  • Colleagues
  • Management
  • Internal and external customers and stakeholders

Course Objectives

Upon completion of this course, participants will be able to:

• Recognise the necessity of managing one’s own behaviour as a prerequisite for influencing the behaviour of others
• Evaluate the advantages and limitations of various communication channels
• Effectively manage relationships with internal and external customers and stakeholders

Delivery Format

This course employs a highly interactive blend of methods including:

• Guided discussions
• Slide presentations
• Practical exercises
• Case study analysis

This two-day programme is tailored for professionals seeking to enhance their results in negotiations with clients, vendors, and internal stakeholders. It imparts the core competencies and strategies employed by successful negotiators, fostering the self-assurance required to excel.

Participants will explore various negotiation styles and learn how to leverage personal influence while safeguarding key relationships. The course is highly interactive, blending instruction, group discussion, coaching, and practical exercises.