Conflict Management Training Course

This highly interactive course combines individual and group discussions with practical skills training, empowering participants to share ideas and further develop their competencies.

Target Audience

Anyone seeking to improve their assertiveness skills.

Course Aim

The programme is designed to boost confidence and enhance the participant’s ability to communicate with both colleagues and customers in a confident and assertive manner.

Learning Objectives

Upon completion of the course, participants will be able to:

• Identify and overcome barriers to assertive behaviour.
• Recognise assertive and non-assertive behavioural traits in themselves and others, and learn strategies to manage them effectively.
• Communicate effectively with a diverse range of individuals to achieve mutually beneficial outcomes wherever possible.
• Handle difficult situations with confidence and skill.

Goal

The training aims to review and enhance the competencies required to achieve business objectives, both in individual work and teamwork. This is particularly focused on participants acquiring key skills, such as:

• Developing an effective communication style with others
• Practically analyzing communication barriers and applying active techniques to prevent them
• Building supportive and collaborative relationships
• Enhancing effective teamwork
• Gaining awareness of mutual influence between teams and individuals
• Mastering a variety of conflict management techniques
• Adjusting attitudes and behavior to model constructive interactions (e.g., adopting an assertive posture)

Method of work

The training is designed to be highly interactive, with participants actively engaged in over 80% of the session time. Each module follows a consistent dynamic: opening with exercises to build awareness, followed by a mini-lecture on relevant techniques (knowledge acquisition), and concluding with practice of new tactics and techniques (skill development). After each session, participants receive support materials related to the topics discussed.

Practical materials are supplemented by mini-lectures that explain the theoretical foundations and fundamental psychological mechanisms underlying the exercises conducted during the training.

Upon completion of this course, participants will be equipped to:

• Recognize the importance of self-regulation before attempting to influence others’ behavior
• Evaluate the strengths and limitations of different communication channels
• Effectively manage both internal and external customers as well as stakeholders

Course Structure

This course employs a highly interactive approach, blending:

• Guided discussions
• Slide-based presentations
• Practical exercises
• Case study analysis

Audience

This course is designed for staff who must have a comprehensive understanding of the key issues related to Communicating and Influencing, including:

• Interactions with colleagues
• Relationships with senior management
• Engagement with internal and external customers and stakeholders

Format of the course

The course is delivered through a highly interactive blend of:

• Facilitated Discussions
• Slide Presentations
• Exercises and Case Studies

By the end of the course, delegates will be able to:

• Recognize the importance of managing one's own behaviour as a prerequisite for influencing others
• Assess the strengths and weaknesses of various communication media
• Effectively manage relationships with internal and external customers and stakeholders
• Understand how to handle challenging situations encountered in the workplace

In an increasingly globalised world, we work in more multicultural environments where conflicts between individuals and groups are possible. The fundamental belief behind conflict resolution is that conflicts are unavoidable but that they are manageable.

Assertiveness, self-confidence, negotiation ability, interpersonal and other skills are pivotal in supporting conflict resolution. In our everyday life, we encounter many occasions where we consciously or unconsciously (with family members, friends, clients, business partners) manage conflicts. Mastering conflict resolution helps to resolve conflicts effectively, as well as helping us to communicate better, persuade efficiently, improve business results as well as enhancing organisational and personal behavior and performance.

This course offers a mix of theories and concepts, combined with group exercises and individual activities to enable delegates to share ideas and develop their skills.

Objectives:

• To understand the fundamentals and nuances of conflicts in organizations
• To explore key concepts, factors, theories, types, and models in conflict resolution
• To discover the personality types, leadership styles supporting negotiation skills
• To learn the art of assertiveness and self-confidence
• To experiment, experience and practice conflict resolutions

Target Audience

• Personnel who must be thoroughly knowledgeable about the challenges involved in influencing and managing conflict with:
  • Colleagues
  • Supervisors and senior management
  • Internal and external customers and stakeholders

Course Objectives

Upon completion of the course, participants will be capable of:

• Recognizing the necessity of managing one's own behavior before attempting to influence others
• Evaluating the strengths and limitations of various communication channels
• Effectively managing relationships with internal and external customers and stakeholders

Methodology

The course employs a highly interactive approach combining:

• Facilitated discussions
• Slide presentations
• Practical exercises
• Case studies

This two-day course is tailored for individuals seeking to improve their negotiation outcomes with customers, suppliers, and colleagues. It equips participants with the skills and tactics employed by successful negotiators and fosters the confidence necessary for success.

Participants will explore various negotiating styles and learn how to enhance their personal influence while safeguarding key relationships. The course is highly interactive, blending lectures, discussions, coaching, and practical exercises.