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Conflict
Management
Everybody deals
with conflict on a daily basis. Whether it is an awkward phone call
or a complaining customer or associate. However, some environments and
positions
bring more potential conflict than others.
Organisations need to be pro-active in providing cultures and practices
which enable
people to be safe within the workplace.
Our range of Conflict Management programmes influence and inspire all
who attend
which in turn increases the effectiveness and efficiency of everyone
involved.
Objectives: To equip delegates with the knowledge and skills needed
to reduce risk
in their office based work, and to deal with the range of challenging
behaviours and situations that they can face.
Participants will be shown how to:
-
Assess risks - Recognise the risks presented in the workplace,
by persons or situations.
-
Communication
- Verbal and non-verbal communication skills.
-
Self
awareness - Understand what happens to us when we are under threat.
-
Explore,
fight, flight or freeze.
-
Avoiding
conflict - Identify warning signs and danger signs of potential threats.
-
Understand
causes of conflict - Rational versus Emotional brain,
triggers, stereotyping and cultural differences.
-
Pro-activity
- Develop the ability to empathise, calm and
resolve an emotive situation.
-
Post
incident - De-briefing, recording and support.
-
Summary
and conclusion - Delegates share what
they will take away from the day and what they
will do with what has been learnt.
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