Business > Managing Conflict at the Workplace

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).

VIEW PROFILE