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
	Understanding why conflict occurs in the workplace
	Recognising when you need to intervene
	Seeking to understand different perspectives
	Diffusing potential anger before it takes hold
	Helping others to explore resolutions
	Changing behavioural triggers
	Action planning

Activities to consider:

	Assertiveness
	Discipline & Grievance
	Emotional Intelligence
	Influencing Skills
	NLP for Business

Satisfaction
Rating
2007

Download our paper
Return on Investment