Description
Do you ever feel apprehensive about raising a concern or problem with someone, but know that it will only get worse if you don’t? And do you know how to resolve conflict that has already set in? Can you deal calmly with difficult people, and manage your own emotions as well as theirs? Can you find an outcome that will satisfy everyone?
This course in managing conflict will equip you with powerful, practical strategies for resolving workplace conflicts (and tiffs at home too!). Learn how to turn challenging conversations with difficult people into a foundation for improved relationships, enhanced morale and increased productivity. This course will also give participants a six-step process that they can use and modify to resolve conflicts of any size. Participants will also learn crucial conflict resolution skills, including dealing with anger, the Johari Window, and using the Agreement Frame.
COURSE DETAILS
- Suitable For: Team Leaders, First-line Managers all staff
- Course Duration: 20 Hours
- Access Duration: You will have access to your course for 90 days from date of purchase
- Certification: Download your Certificate on completion
- Additional Resources: Download Learners manual, additional articles and worksheets
COURSE CONTENTS
Lesson 1 – Getting Started
SECTION 1: UNDERSTANDING CONFLICT RESOLUTION PROCESS
Lesson 2 – Understanding Workplace Conflict
Video – 5 Types of Workplace Conflict
Lesson 3 – A Conflict Resolution Process
Video – Resolving Conflict
Video – 5 Types of Workplace Conflict
Lesson 4 – Conflict Resolution Styles
Video – The Kilman Model Illustrated
Lesson 6 – Laying the Foundations
Lesson 7 – Create Mutual Understanding
Managing Conflict – Quiz 1
SECTION 2: DEVELOPING SOLUTIONS
Lesson 8 – Getting to the Root Cause
Video – Root Cause Analysis with the 5 Why’s
Lesson 9 – Finding the Solution
Lesson 10 – Dealing with Anger
Video – Anger Management (funny)
SECTION 3: A CONFLICT MANAGEMENT PROCESS
Lesson 11 – The CIPD Framework
Lesson 12 – Where Resolution fails
Managing Conflict – Quiz 2
Lesson 13 – Wrapping-up
Managing Conflict – Course Evaluation
CERTIFICATION: DOWNLOAD YOUR CPD CERTIFICATE ON COMPLETION
