INTRODUCTION
Conflict, at some level, is part of the fabric of life in almost any workplace, a function of disparate personalities, interests, styles and expectations. Keeping it manageable can be a challenge, and it falls on HR managers to make sure it happens. This requires recognizing the various sources of conflict and mediating their cause before they erupt into full-blown disputes. It starts by understanding the two types of conflict that commonly occur in the workplace interpersonal and organizational.
'Conflict in the Workplace and Change Management: HR s Role' Training program is designed to identify and manage the resolution of personal conflict between individuals or teams. The main focus is on the workplace, although the same principles can be used elsewhere.
Business teams and leaders are equipped with a range of skills and strategies which will help them to manage and resolve the inevitable conflicts which are part of any business process.
OBJECTIVES
At the end of this 'Conflict in the Workplace and Change Management: HR s Role' course , you will be able to :
Understand the main sources of conflict
Analyse and understand the nature of conflicts
Describing appropriate techniques to manage conflict
Implementing skills and strategies to manage and resolve conflict
Develop the confidence to tackle conflict effectively
Developing the attributes of a good conflict leader
Handling customer complaints
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WHO SHOULD ATTEND ?
Conflict in the Workplace and Change Management: HR s Role, is ideal for :
All Human Resource (HR) Personnel
Leaders & Supervisors who need to take charge of and resolve conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
Junior / Middle Managers new to their role, or with experience but little previous training
COURSE OUTLINE
Day 1
Understanding Human Psychology and its Impact on Change Management
What is Human Psychology?
Tip of the Iceberg Concept
Understanding Yourself
Developing Self-awareness, Trust and Communication
How Attitudes are formed?
Motivation at the Workplace and What Drives People to be Motivated
The Key Drivers of Change
The Need for Change Management
Day 2
Putting Conflict into Perspective
Reasons why conflicts develop
A personal view of conflict and conflict resolution
Emotions involved in a conflict situation
Identifying and addressing factors which escalate conflict
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Day 3
Exploring Diversity when Dealing with Internal and External Customers
Exploring cultural differences in our diverse society
Addressing barriers to diversity
Mental Models
Prejudice
Stereotypes
Discrimination
Day 4
Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
Communicating effectively as a means of preventing and managing conflict
Active listening
Adapting to individual Personality Types as a conflict resolution skill
Applying assertiveness skills to resolve conflict
Day 5
Personal and Organisational Conflict Resolution Skills
Examining a personal conflict situation
Applying conflict resolution skills to a personal conflict situation
Identifying preferred conflict handling styles
Conflict solving options (and when to use them)
Additional strategies for reducing specific conflict
Dealing with Customer Complaints
Basic principles for handling the irate customer
IN-HOUSE TRAINING
LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
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DOCUMENTATION
CONTACT INFO
LONDON
Oxford Street Offices:
London - Oxford St.
High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
25 N Row, London W1K 6DJ
T: +44 (0) 20 80 900 464
CERTIFICATES
Park Royal offices:
47 49 Park Royal Road
Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
London NW10 7LQ
T: +44 (0) 20 80 900 464
E: info@lpcentre.com
SCHEDULE
Our Course timings commence at 09:00 and conclude at 13:00.
REGISTRATION & PAYMENT
DUBAI
Office 501
Clover Bay Tower, Business Bay
T: +971 4 421 4616
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
KUALA LUMPUR
No. 03-06-05,
CANCELLATION AND REFUND POLICY
Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days notice is given then we will be unable to refund or cancel the booking unless on medical grounds.
For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
UOA Business Park, Jalan Pengaturcara U1/51A, Section U1, Kawasan Perindustrian Temasaya, 40150 Shah Alam, Selangor
T: +60 19-305 5694
TRAVEL AND TRANSPORT
We are committed to picking up and dropping off the participants from the airport to the hotel and back.
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