Management and Communication Courses

Who should attend ?

Those who wish to develop their ability to mediate disagreement and resolve conflict both inside and outside their organisations.

Objectives

• Understand the causes and types of conflict

• Identify behaviour and underlying motivation

• Manage one’s own emotions and canalise other peoples

• Handle conflictual behaviour and situations

• Adapt appropriate behaviour including assertiveness

• Effectively apply conflict resolving skills in handling personality clashes and communications problems

• Defuse conflictual situations, reach agreement and move towards the development of long term relations between parties

Course content

Workshops – maximum participant practice in conflictual situations – with immediate feedback and coaching.

• Identification of individual areas of improvement

• Use of listening skills, questioning and recapping techniques

• The conflict resolution process

• Tools and tactics

• Rational, emotional motivation and identifying hidden agendas

• Identifying interests, needs and positions

• Handling the people problem and agreeing on possible solutions

• Adopting solutions, gaining all round agreement, maintaining and improving relations