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CONFLICT RESOLUTION MANAGEMENT
OBJECTIVES
• Understand the main sources of conflict
• Analyse & understand the nature of conflict
• Understand appropriate techniques to manage conflict
• Implement skills & strategies to manage & resolve conflict
• Develop the confidence to tackle conflict effectively
• Develop the attributes of a effective conflict leader
COURSE CONTENT
DAY 1:
• Welcome and Introduction
• Course Objectives
• Core Business Resources
• Organisational Structures
• Effective Communication
• Understanding Human Behaviour
• The art of communicating
DAY 2
• Stress Management
• Complaint Management
• Quality Service Delivery
• Management and Leadership
• Information gathering methods & means
• Change Management
DAY 3:
• Time Management
• Conflict Management
• Diversity Management
• Workforce Performance Improvement
DAY 4:
• Develop and Design a Complaint Management System
• Develop and Design a Diversity Management System
TARGET AUDIENCE
• People who want to develop their ability to understand and implement effective conflict management skills
PURPOSE
• To equip delegates with knowledge and skills to gain a better understanding of the concepts of Conflict & Diversity Management
• To expand Conflict management abilities within individuals or teams
LEARNING OUTCOMES
After completion of this workshop, you will understand and be able to demonstrate how to:
• Communicate with confidence and poise
• Harness the power of body language and vocal projection
• Be highly motivated to increase personal growth
• Stimulate effective and rewarding habits
• Develop new and fresh solutions on how to manage and resolve conflict effectively
DURATION & IMPLEMENTATION
1 – 4 days:
• 1,2 or 3 days interactive workshop
• 1 day feedback/assignments (Optional)
PRESENTATION STYLE
Highly interactive and participative facilitation methods and techniques to enable delegates to gain experiential learning through lecture presentations, group work, role plays and case studies
RESOURCE REQUIREMENTS
• The workshop will take place at the client’s premises or at a venue mutually selected by the relevant representatives
• Venue requirements: Board room/Training Room with tables, chairs and water on the tables
• Learning aids requirements: Whiteboard and/or flipchart with pens, data projector
ASSESSMENT METHODS
• Knowledge assessment: Both written and verbal assignments during the learning programme/workshops
• Competence assessment: 1 Assignment to be completed and returned to the facilitator for evaluation and feedback to evaluate applicable skills & knowledge