The Managing Conflict workshop aims to resource people so that they may be more effective and successful when conflict surfaces at work. Participants benefit from a dual focus on both their own view of conflict as well as their primary stakeholders.
Beginning with an examination of what constitutes conflict and why good robust communication processes are vital, attention is then given to building skills and confidence when dealing with this. In addition to improving both listening and questioning skills, the workshop also explores the importance of identifying verbal, vocal and non-verbal signals and examines different conflictual styles.
The nature of the workshop is highly practical. Through a variety of experiential exercises and self-assessments, participants learn best-practice techniques and strategies for managing conflict well. The workshop culminates in the development of individual action plans for participants to act on immediately following the workshop in order to reinforce new skills and understandings gained.
• The 5 Reasons Conflict Arises
• Planning for Conflict
• Improving individual approaches to Conflict
• The 3 Step Technique for Escalating for Resolution
• 5 Practices of Excellent Communicators
• Recognising and Customising Responses to Conflict
• Ownership vs Blaming strategy
• Passive, Aggressive or Assertive Styles
• Techniques for Written/F2F and Telephone Communications
• Developing The Right Attitude
• Establishing and Developing Empathy
• Promoting Active Listening Skills
• Perfecting Open Questioning Techniques
