In this dynamic and interactive course, participants will build their skills to become an effective conflict resolver and mediator. They will learn to recognise conflict patterns and what triggers and escalates conflict in others. Participants will be provided with practical strategies and techniques for how to reduce conflict escalation, and how to assert themselves confidently and give constructive feedback before, during and after an event that involves conflict in the workplace. These skills will help learners work more productively and harmoniously with clients, colleagues and management

 

A selection of topics include:

 

• Identifying factors that create conflict in the workplace
• Understanding basic behavioural styles and know how to adjust to each for conflict prevention
• Appreciating how cultural experience and background diversity affect interpretations of situations
• Exercising listening skills taught in the program to improve the chances for open communication
• Evaluating conflicts to determine if they can be resolved
• Implementing a procedure to resolve problems that have viable solutions
• Seeking third-party facilitators when solutions are not readily available
• Practicing stress-reduction techniques to maintain focus and balance in the workplace