Managing Conflict

Audience

This Managing Conflict training course is designed for anyone requiring new and effective ways to manage and resolve conflict.

Outcomes

In this conflict management course participants will learn how to:

• Identify situations and stages of conflict
• Change themselves to change others
• Improve verbal and non-verbal communication
• Use conflict resolution models
• Use effective techniques for intervention
• Manage emotions in situations of conflict
• Deal with criticism and put-downs
• Manage defensiveness and anger
• Strengthen trust with others
• Manage rather than avoid conflict.

Delivered in-house at your premises or in an online virtual classroom

We deliver our training programs either through:

• Face-to-face workshops at your offices – in line with restrictions on people gatherings in your state.
• Impactful live online workshops.

All our facilitators are certified in COVID-19 Infection Prevention and Control Training by the Australian Department of Health. Therefore, you can rest assured we will deliver safe face-to-face workshops in collaboration with you.

Tailored communication skills training programs

Delivering a conflict management and resolution training as an in-house program is economical and effective. We boost your return on investment because we tailor the training experience:

• Content: you mix and match topics
• Language, by including your business info and terminology
• Duration: from a one-hour presentation or Skill Shot to a multiple-day program and everything in between
• Time of day
• Delivered across Australia and abroad
• Anything else relevant to you.

We also coach individuals to build conflict management and resolution skills. Ask us how we can tailor the program to suit your needs:

• call 1300 655 098
• start a chat at the bottom of our page
• send us a message.

Conflict Resolution Coaching – one-on-one

We regularly deliver one-on-one sessions devoted to managing conflict situations. After identifying the issues we systematically work with  the coachee towards building skills and behaviours that assist in identifying, managing and resolving conflict. Sometimes we achieve our goals in an individual session. Sometimes we utilise a number of sessions to achieve satisfactory results. Some of our conflict management course facilitator-coaches are Organisational Psychologists, who are trained in helping people understand deep-underlying drivers of behaviour.

Conflict Mediation

Our expert mediators are highly skilled in working with you to resolve workplace conflict situations. Our professional mediators assist participants in identifying the issues and the root causes. Through a coaching style of mediation, we will help participants and organisations resolve disputes. With the recently introduced Work Health and Safety legislation, employers have the obligation to protect their employees from conflict, bullying and harassment. Early intervention will help employers avoid costly and unnecessary escalation of conflict in the workplace. Our mediators will help ensure a safe environment for employees and thereby improve morale, productivity and your bottom line.

Conflict Management and Resolution Group training

We deliver in-house conflict management training courses in Melbourne, Sydney, Brisbane, Adelaide, Perth, Canberra and Darwin and country areas. We are able to tailor to any needs relating to conflict management programs. Some examples of how we have customised programs:

Half-day or even shorter Conflict Management Skills workshops: Skill Shots

Because everyone gets busier and busier, we deliver shorter and sharper conflict management training sessions. We will be able to build a higher level of skill and confidence in a full day compared to in a two-hour session. Nevertheless, we may be able to focus on your most important objectives and deliver a program as a Skill Shot. A Skill Shot is a short interactive presentation or workshop. We are also happy to discuss combining multiple conflict management training sessions of varying durations. Tell us about your goals and we’ll design a program to achieve your critical outcomes, often at no or limited customisation costs.

Examples of tailored conflict management training programs

Conflict Management Skills for Managers

Dealing with conflict at work instead of avoiding it is one of the big challenges for managers, frontline leaders, supervisors and team leaders. Hardly anyone likes it, but facing and resolving conflict is a core skill. In this Conflict Resolution skills for leaders training program for managers, we are able to include:

• Recognising conflict as an opportunity
• Understanding and clarifying needs
• Dealing with emotional behaviours
• Overcoming fear and resistance to conflict
• Creating the right environment for dispute resolution
• Having difficult and challenging conversations
• Mediating in conflict.

Dealing with Difficult People at Work

No workplace is without unreasonable and difficult people. We can tailor and facilitate a workshop that develops the skill, confidence and courage to deal with them. Such a program would typically include:

• Identifying signs of conflict and proactively managing them
• Recognising underlying needs
• Choosing your response instead of reacting
• Deflecting aggressive people
• Demonstrating assertive behaviours
• Learning to unwind and refocus after a confrontation
• Remaining positive despite the circumstances
• Resolving conflict.

Dealing with Difficult Clients

In our Managing Difficult Clients training course, we help sales and customer service teams deal with difficult and unreasonable customers. A specifically tailored program may include:

• Understanding what causes customers’ difficult behaviours
• Keeping their your cool under pressure
• Using listening skills to get the information they need to help their client
• Maintaining a positive state of mind
• Diffusing aggressive behaviours
• Negotiating satisfactory outcomes.

Dealing with Angry and Aggressive People

Some professions attract a high level of aggression from people. Examples are Parking Inspectors, Compliance Officers, Public Transport Drivers and Ticket Inspectors, Security Guards, Police Officers etc. Staff deal with frustrating and stressful situations and it is hard not to be provoked by emotional and challenging people. For these professions we offer training programs delivered by specialised psychologists. Sessions typically include:

• Identifying people’s emotional triggers and those of yourself
• Not taking behaviours personally
• Make strategic withdrawals and change tactics
• Short-circuit automatic reactions and use proactive strategies
• Remaining positive under tough conditions
• Deflecting aggression and anger
• Dealing with personal abuse or potential violence
• Addressing behaviours, not the person
• Confidently and assertively managing difficult situations
• Not taking work problems home.

Additional personal counselling or coaching is available.