1
Nipping Conflict in the bud – for all staff and managers 1 Day Course (up to 12 delegates)
COURSE INFORMATION BROCHURE
1
Nipping Conflict in the bud For up to 12 delegates
Course Suitability
Method
Pre-Course Questionaire
This is a course suitable for all staff and managers
This one day programme allows delegates to reflect
Prior to training delivery we issue a pre-course
– a good all round introduction to early, effective,
on how they interact with others and how they can
questionnaire to ensure that we fully understand
efficient conflict resolution at work. It can also be
adapt this to prevent hostile and conflict situations
the issues delegates face and what they would like
used to facilitate change within a team which is
from occurring. However, should a conflict situation
to achieve during the course. This also helps to raise
experiencing conflict. Conflict is often a symptom of
arise, this course will also provide delegates with
delegates’ engagement in the course.
people exhibiting different communication styles:.
the skills and confidence to tackle it effectively
when people are not aware of the different styles that
by taking a step-by-step approach. It is a highly
exist and how to flex their own behaviour in relation
practical, experiential course and will focus on real-
to these, conflict can result. Some challenging self-
life, relevant situations. The trainer will create a safe
awareness and skills work in small group practical
environment for working through challenging skill
exercises, games and mini role plays.
activities.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
2
Course Outcomes and Benefits We work in partnership with you to identify the required learning objectives for each course. Typically this includes a scoping conversation with the necessary stakeholders. People who attend will: • Understand how and why conflict happens at work • Understand the significance, impact and costs of conflict to individuals, HR and the organisation • Appreciate that there are different types of conflict which need different approaches • Take a constructive, creative, collaborative approach to conflict – the three Cs • Raise confidence and skill level to handle difficult conversations • Understand how conflict management styles can contribute towards conflict • Know when it is appropriate and how to adapt communication style to prevent conflict • Develop skills, confidence and ability in managing and resolving conflict
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
3
Course Outline and On-Going Support CONTENTS WILL INCLUDE: • What is conflict?
• Practical skills work in mini case studies and role plays
• What are the causes of conflict?
• Active listening and building rapport • Win/win problem solving
ALL PARTICIPANTS WILL • Access to phone support on related course issues from People Resolutions for three months after their training.
• What happens when we don’t tackle conflict? • Defusing upset and aggression • Conflict management styles – identifying unhelpful behaviours
• The dashboard of personal power – moving from request to require
• Different types of conflict – the traffic light approach: green, amber and red conflicts - matching the approach to the conversation • Exploring and working on different types of interaction – face to face, on-line, telephone
Tel. 0845 600 8851
• Non-blaming language • Techniques for stuck situations and difficult behaviour – the DESC sequence
www.peopleresolutions.com
?
• Access to People Resolutions on-going developmental materials and activities including best practice documentation and templates, white papers, webinars, our blog and growing on-line resource
information@peopleresolutions.com
5
4
Why People Resolutions? Highlight Benefits All of our programmes: • Contain immediately usable skills and strategies to alter thinking, raise awareness and change behaviour • Contain unique People Resolutions content • Are customised to your organisation’s policies, processes and cultural context - see later for more information • Come with free telephone support • Can be blended with pre and post-course learning material (including e-learning) to maximise the effectiveness of each programme - see later for more information • Can be delivered anywhere in the UK • Have a dedicated Project Manager to support you • Include course evaluations and recommendations • Can be supported by expert mentoring for specific cases and ongoing - see later for more information • Sit alongside our ‘Resolution Hub’ – An expansive collection of free, downloadable resources, including white papers, blog posts, webinars, skills tips, scripts for effective conflict management, conflict resolution Q&A and much more. • Conclude with a Resolution Readiness Review - an informal workshop (face-to-face or online) with key organisational stakeholders to help plan and implement a constructive, creative and collaborative approach to conflict resolution at work. The review will help you get the most out of conflict resolution, mediation and investigation strategies.
Tel. Tel. 0845 0845 600 600 8851 8851
www.peopleresolutions.com www.peopleresolutions.com
information@peopleresolutions.com information@peopleresolutions.com
6
5
Why People Resolutions? Experienced Trainers
Expert Mentoring and Ongoing support
Our programmes are run by professional trainers who:
Additionally, People Resolutions experts can provide:
• Have conducted relevant training for many years
• Expert mentoring during individual cases e.g. mediation, investigation, etc.
• Are excellent facilitators as well as technical experts
• Online or face-to-face refreshers, continuing practice sessions or an
• Are members of appropriate professional bodies with relevant qualifications
ongoing support package
• Bring a wealth of practical experience and insight into the training room to bring materials to life and engage delegates
Contact us about the costs for these support services.
• Combine knowledge with practical, organisation-specific application through case studies, role plays, interactive discussion and scenarios.
Customised Learning Material
Blended Learning and E-Learning
We will work with you to design a bespoke learning event, taking into account aspects
People Resolutions will work with you to create the maximum learning
such as organisational culture, issues and behaviours relevant to your organisation’s
opportunity by using a blended learning approach. We already have some
environment, policies and procedures. Our training delivery is backed up with tried
online material which we can weave into courses, and we can create content to
and tested investigation processes, materials and standards. All casework material
be used within your own e-learning framework and provide tailored webinars,
and content is customised to your needs.
video tips, scripts and investigation guides. People Resolutions also has links with specialist e-learning partners to assist us in producing practical knowledge or skills-based e-learning materials.
Tel. 0845 600 8851
www.peopleresolutions.com
information@peopleresolutions.com
7
Please get in touch for more information and details of pricing
0845 600 8851 www.peopleresolutions.com information@peopleresolutions.com @Peopleres