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Training Courses:
Conflict Management & Dispute Resolution1 day course
Course Outcomes
By the end of this course participants will have:- Identified their personal response to conflict and the chief causes of conflict in their workplace
- Increased self-awareness and understood why emotional intelligence is important
- Understood the goals and styles of conflict management, including the win/win approach
- Practised the essential communication skills required to deal with conflict objectively and received feedback
- Practised the processes and strategies for dealing with difficult people in a variety of situations with the use of video
- Understood the legal obligations both institutions and individuals share in contracts of employment including 3rd party dispute resolution; fair process, duty of care.
Course Outline
Why Conflict Arises: Your reaction to conflict; goals of conflict management; styles of managing conflict
Essential Communication Skills: Open communication skills model; Assertiveness, some techniques including the skill of constructive openness; Negotiation tips, Complaint handling; mediation; The grievance interview.
Difficult People: Emotional intelligence; Workplace behaviours; Dealing with difficult people; Using positive reinforcement; Foundations for good relations
Dispute Resolution: Legal obligations, Australian Industrial Law requirements of fair play, duty of care, typical 3rd party dispute settlement processes.
Two Processes for Managing and Resolving Conflict:- Before you take action - a situational approach
- When you act - the 7-Step SWOT approach.
"90% of attendees rated facilitation and material at highest score"
Conflict Management in Diverse
Workplace,
BP Solar, November/December 2004."7 Step Counselling approach best part of programme - this is what I was looking for" "Facilitator very experienced and knowledgable"
Conflict Resolution & Fair Conduct
Feb 2002
BT Financial Group"Gordon and Nancy both very experienced and helpful" "Model for "Fair Conduct" excellent. Good tool for managers"
Conflict Management
Dec 2001
BT Financial Group - Training