Conflict Resolution

Conflict Resolution

Conflict Resolution Overview This course gives you the skills to deal with conflict in the workplace. Much of the focus is on how we react to conflict situations and how this impacts on others. Particular emphasis is placed on dealing with conflict before it reaches crisis point.

Who is it for?

Anyone who is likely to be involved in dealing with conflict situations at work.

What you will learn:  

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Recognise the triggers for and causes of conflict Conflict resolution tools: o Assertiveness o Negotiation o Mediation The 3 main triggers of how people can irritate each other What stops us dealing with conflict effectively?

Using ‘Non Violent Communication’ (NVC) methodologies to move through the apparent conflict in an appropriate manner Building understanding and empathy through effective communication The role and importance of attitude and behaviour The value of self-awareness Mapping the conflict in order to identify underlying needs and concerns The skills and qualities of a successful mediator and knowing when to mediate or not

Benefits of attending – You will be able to:   

Develop a deeper understanding of the true nature of conflict Explore your own relationship with conflict and how it can impact on performance in the workplace Identify how conflict can escalate and how to resolve the situation quickly

Duration: 2 days Ref: CCONR

To book onto this course, or to find out further information, please call 0800 022 3410. All bookings subject to the Capita Terms and Conditions. © Capita Learning & Development