Conflict can have a positive effect if properly managed, but if it is left unchecked the dangerous results can include damaged relationships, destroyed creativity / productivity, lost commitment and wasted resources. By taking a number of conflict management tools, techniques and theories and putting them into practical situations, this training aims to turn conflict into a productive force.
Who is it for?
This course is designed for anyone working in a team, giving out bad news or dealing with difficult people (either face-to-face or by telephone). This course is particularly suited to people in customer facing roles.
On successful completion of this course, you will receive a Certificate of Attendance from Tyro Training.
This course is delivered over ½ day.
What will I learn?
- The purposes of conflict
- Getting to the heart of the problem
- Defining a difficult person
- Using honest and agreement
- Avoiding blame
- Active listening and responding
- Dealing with strong feelings
- Delivering bad news
- Creating a win-win: achieving resolution
There is no formal assessment for this course.