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Course Objectives: Conflict in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. This highly participative programme analyses the types of conflict that occur and sets guidelines for managing those situations. By the end of this course, delegates will be able to use techniques that enable them to deal confidently with conflict, disagreement, aggression and other strong emotions. Contents: The content for course is very in-depth and includes: - - Understanding why conflict is inevitable - Understanding how conflict can be positive - Traditional ways of dealing with conflict - Patterns of behaviour - Learn a preference for coping with conflict - Distinguish between aggression, assertion and submission - The three stances - Aggressive - Assertive - Passive - Conflict strategies - Manage conflict both internally and also with customers and suppliers - Develop the skills necessary to handle a variety of everyday confrontational situations Who should attend: Individuals who would benefit from helping others resolve differences at work whether with clients, colleagues or suppliers. Course benefits: Upon successfully completing this course, delegates will have a strong understanding of the different types of conflict that can arise in a work situation together with a greater appreciation of their preferred method of managing conflict. Through the use of practical exercises, delegates will enjoy getting involved in the best use of body language, listening techniques and effective oral communication. Additional information: This is an intensive one-day programme which is specifically designed to instruct delegates on the most effective techniques that can be used to reach positive resolutions whilst cooling heated situations. Practical interactive exercises are deployed throughout the day to ensure best understanding for real-life situations. Certificates: All delegates who successfully complete this course will receive a certificate of attendance. Trainers background: The trainer for this course has extensive experience in design and delivery of conflict and mediation skills related training programmes. They have been successfully delivering management training programmes to both public and private sector organisations for many years.

Course Objectives: Conflict in the workplace can have a significant effect upon productivity, motivation and the retention of personnel. This highly participative programme analyses the types of conflict that occur and sets guidelines for managing those situations. By the end of this course, delegates will be able to use techniques that enable them to deal confidently with conflict, disagreement,...

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