Conflict Management
Programme Aim
Participants of this course will be confident in the skills and techniques required to deal effectively with conflict and to manage difficult people. They will leave the programme with a working knowledge of conflict management styles and a set of strategies for conflict resolution.
Programme Overview
- Pre-course Work: to identify participants previous experience of conflict management as well as any specific learning objectives
- To improve the participants communications skills including listening skills, inflencing skills and persuasiveness
- To reveal the particpants own style of conflict management and to teach them new conflict management strategies which are appropriate for different situations
- To give the particular participant new skills for handling difficult people
- To teach them the participant methods for handling conflict and to introduce them to the concept of "Co-operative Power"
- To enable the particpant to become a better negotiator
- To give participants an oppportunity to put learning into practice through role play with group and tutor feedback
Programme Outline
Communicating Effectively
- Listening and questioning skills
- Non verbal language
- Assertiveness
- Influencing People
Conflict Management
- Understanding your own approach to handling conflict
- Understanding five conflict management strategies and when to use them
- Managing the on-going situation
Skills for Resolving Conflict
- The win/win approach - a new model for a state of mins
- Creating co-operative power. Introduction to negotiation and mediation
- Managing your emotions
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