Managing Workplace Conflict

Course Objectives

1. Learn to understand people better via personality profiling using DISC
2. Be able to identify sources of conflict and learn how to manage them using the Thomas-Kilmann model
3. Learn how to deal with the emotions and behaviour of difficult people
4. Learn how to communicate better to avoid/reduce conflict
5. Learn how to confront difficult people with confidence

Target Audience

Frontline Sales and Service Personnel, Managers, Inter-departmental Service Providers, Call-centre operators, Complaints department staff

Course Modules

Module 1: Understanding People
Module 2: Identifying Reasons for Conflict
Module 3: Handling Difficult People
Module 4: Conflict Arising from Changes at the Workplace
Module 5: Difficult Employees
Module 6: Difficult Bosses & Matrix Reporting
Module 7: Finding Agreement
Module8: Building Winning Teams