Conflict Management
Conflict Management
The purpose of this course:
This one day course has a mixture of theory and practical exercises designed to help you create more effective outcomes.
Benefits to an organisation:
This course helps you understand that the solution lies with you, not them. Changing what you do, what you say and how you say it, you will create changes in the other person. Even if you don’t always get what you want, you will be driving what happens between the two of you, not them.
Who is this course for?
All personnel who are in daily contact with ‘difficult’ customers or employees. This course would also benefit individuals who manage negotiations and meditations.
What will the course cover?
- The purpose of conflict
- Changing what you do for a different outcome
- Defining a ‘difficult’ person
- Working with difficult people
- Using honesty and agreement
- Turning arguments into discussions
- Diffusing blame
- Active listening and responding
- Understanding the roles people play
- Dealing with strong feelings
- Delivering bad news or a difficult message
- Feeding the solution not the problem
- Choosing appropriate conflict
- Creating win/win: achieving resolution
- Getting to the core of the problem
By the end of the course, delegates will be able to:
- Understand and appreciate why conflict exists
- Know how to deal with difficult situations
- Understand how to arrive at an amicable solution
- Have an appreciation and understanding of the other persons point of view
- Know how to deliver your message so it will be ‘heard’
- Avoid reacting to ‘knee jerk’ reactions
- Create win/win solutions to problems and maintain positive relationships
- Have the tools to diffuse conflict before it exists
- Create clear and concise outcome goals
- Have a greater appreciation of conflict management techniques
Timings: 9:00am – 4:30pm
Member cost: £249 + VAT
Non-Member cost: £319 + VAT
For more information, or to book a place on this course, call us on 01908 733082 or email training@chambermk.co.uk.
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At some time or other most of us give in to people in authority or to those who are dominant or difficult. It stops us achieving our own goals and leaves us feeling inadequate, stressed or angry. This course identifies the behaviour patterns that lead to these situations. Delegates will practice a new set of behaviour patterns to enable them to better control interpersonal situations.
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This is a professional course around how to manage change. It is aligned to industry standards of the accrediting professional body, the Association for Project Management. The purpose of this course is to equip people with the fundamental principles of project management to enable them to manage change effectively within their organisations.
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This course aims to improve customer service within your business and help your team become more confident in their approach and recognising the value they bring to the organisation. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information; and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.
Northamptonshire Business Awards Finalist Announcement!
The Northamptonshire Business Awards recognise and celebrate the very best in Northamptonshire business.
These prestigious awards are open to all businesses across the region and are presented to businesses that have clearly demonstrated all-round business excellence in a range of areas.
Join us on Thursday 7th September where we will be announcing this year’s finalists at the Northamptonshire Business Exhibition.