Business > Managing Conflict at the Workplace

Managing Conflict at the Workplace

4.9

Course Objectives

Upon the completion of this programme, the participants will be able to:

Reinforce employee retention by creating a Win-Win Relationship
Upgrade reputation status by raising internal service standards
Connect the growing needs of employees with good internal processes

Target Audience

This course is suitable for Senior Executives, Assistant Managers, and Managers and all those who manage teams small or large

Methodology

Interactive Group Discussion

Presentation Of Information

Small Group Breakouts

Video Presentations

Skills Practice

Role Playing

Course Modules

Module 1: Causes of conflict and how to manage them

The causes of conflict –recognise and pre-empt them
Strategies for managing the difficult conversation
Using the ACAS model and the ACAS template
Understand and use the three step conflict resolution model

Module 2: Communication

Constructive Feedback what is it?
Deliver constructive feedback that brings about positive behavior change.
The 7 Pillars of proper communication
Listening the most important skill of them all
Questioning Correctly

Module 3: Profiles and behaviour

Analysing your conflict resolution profile and behavioural style
Recognising classic profiles of difficult people and how to manage them
7 principles of difficult conversations
Role-play – ‘Managing the difficult conversation’

Module 4: Essential Strategies for Dealing with Conflict

Six specific steps to turn difficult relationships into positive ones
Five strategies for managing conflicts at the workplace.
How to build positive bridges with all people.

Get To Know The Trainer

Trainer P.G

Paul graduated with a Bachelor of Marketing and E-Commerce from University of Curtin, Australia. He also attained a Diploma in Hotel Catering and Management from the American Hotel and Motel Association. He is a Certified Trainer under the Pembangunan Sumber Manusia Berhad (Ministry of Human Resource, Malaysia).

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THIS PUBLIC COURSE INCLUDES

*T&C Applies

PARTICIPANT REVIEWS FOR THIS COURSE

4.9

HH
Hue Fui Hsia
Assistant Manager, Marketing / Design
5
TK
Teh Puay Kuan
Senior Executive, Others
5
FJ
Farah Mardhiah binti Janudin
Senior Executive, Customer Service / Hospitality
5
Nn
Noraseekin mat nor
Senior Manager, Administration / Secretarial
5
Good
LF
Lainny Binti Mohd Fudzi
Manager / Supervisor, Others
5
HS
HEMARANE A/P SHANMUGANATHAN
Manager / Supervisor, Others
5
I enjoy this training and definitley will apply in my personal life and workplace
AK
Ananthakrubini a/p Kuppusamy
Assistant Manager, Operations
5
P
Paul
Senior Executive, Others
5
NV
Narmatha Devi A/P Viapuri
Executive, Others
5
Ms
Mohd wahyudi bin sujarno
Senior Executive, Marketing / Design
5
NA
NORSAFARASHIDAH APANDI
Manager / Supervisor, Others
5
Ys
Yang yee sang
Senior Executive, Operations
5
ER
ERMAWATI BINTI RAUF
Junior Executive, Others
5
NS
NUR SYAMILA BINTI SAZALI
Business Owner, Others
5
PN
Peramala Narayanasamy
Manager / Supervisor, Others
5
Good
NY
Norzizan Yahya
Senior Manager, Others
5
MN
Mogana valli Nadarajah
Executive, Others
5
SG
SARASH A/P GUNASEKHARAN
Executive, Others
5
MM
MOHD APDAL BIN MOHTABAR
Senior Executive, Marketing / Design
5
AI
Anita Ismail
Assistant Manager, Others
5
Hy
Hanis azureen bt Mohd yunus
Assistant Manager, Others
5
RM
Rebecca Malar
Senior Executive, Others
5
YW
Yew Chun Wee
Junior Executive, Others
5
Kind and good trainer Paul
SZ
Siti Awatif Zarudin
Junior Executive, Others
5
NK
Norazliza Musthaffa Kamal
Manager / Supervisor, Others
5
CM
CHAN WAI MUN
Assistant Manager, Others
5
NZ
Nurul Ainol Fitrah bt Mohd Zubir
Manager / Supervisor, Others
4
SG
Sharifah Norayu Aida Ab Ghani
Manager / Supervisor, Others
4
Nb
Nurul farahim bt brahim
Executive, Customer Service / Hospitality
4