Introduction
Everybody deals with conflict of some sort on a daily basis. Whether an awkward phone call or a complaining customer/associate.

Conflict is not a bad thing. However, the way that individuals and organisations deal with it (or fail to deal with it) often is.

Typical Objectives:

	Exploring positive ways to promote change and collaboration
	Developing your ability to identify and deal with causal behaviours which trigger and escalate conflict
	Building the confidence to confront people in a way that minimises defensiveness and hostility, every time
	Creating skills to control your own anxiety, anger and fear in a conflict situation to build trust and respect
	Expanding your knowledge of mediation techniques for a conflict situations

Sample Programme
This programme is designed to give you a positive approach to managing, resolving and, where appropriate, preventing conflict. You will acquire and practise established techniques for managing and resolving conflict in a variety of situations.

Outline

Welcome and introductions

Activities to consider:

	Assertiveness
	Facilitation Skills
	Influencing Skills
	Negotiation

Satisfaction
Rating
2007

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Return on Investment