Managing Conflict at the Workplace

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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COURSE DETAILS

COURSE INCLUDE

RM0/DAY

*T&C Applies

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