Conflict Resolution

Workshop Details
Conflict arises from differences, both large and small. It occurs whenever people disagree over their values, motivations, perceptions, ideas, or desires. Sometimes these differences appear trivial, but when a conflict triggers strong feelings, a deep personal need is often at the core of the problem. These needs can be a need to feel safe and secure, a need to feel respected and especially from a customer point of view to feel valued.  Workshop Duration 7 hours
Who should attend?
All staff that have either internal or external customers.
Supervisors and Managers of all levels

Workshop Objectives
On completion of this Workshop participants will be able to:
  • Defined confrontation and their role in managing conflict in the workplace to ensure they maximise individual and team performance
  • Identified their preferred style/s in influencing others and managing conflict and the additional strategies that they need to use to successfully resolve the conflict situation
  • Demonstrated their skills in resolving conflict and confrontation
  • Have identified a plan to apply and enhance their communication skills in the workplace to address existing conflicts

Workshop Programme
  • Organisational Culture
  • Change in Organisations
  • Understanding Conflict
  • Conflict Management Styles
  • Knowing Your Conflict Style
  • Dealing with Anger
  • Listening Skills
  • Conflict between Groups
  • The Process of Mediation
  • Mediator Skills
  • Crisis Mediation
  • Introduction to Negotiation
  • Joint Problem Solving
  • Guidelines for Negotiation
  • Problems in Negotiation
Methods of training
This workshop combines lecture methods with “hands-on” practical work with different types of materials.

Pre-Workshop Requirements: None

Assessment/Certification:
Group Work, Learners Diary, Refresher Quiz, Future Plan

Please let us know if participants have any specific learner requirements.

Duration: 7 Hours

Maximum No of Participants: 12 per Session


English is the language in which training is delivered and participants must have a good command of the English language.