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Conflict Resolution (PDCR)

Length 1 day

Course overview

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Why study this course

Conflict in human relationships, even good relationships, is inevitable both at home and in the workplace. Learning how to manage conflict is a key skill for anyone who works in a team, communicates directly with customers, or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.

This course provides techniques to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness, Persuasion.

Participants will learn key skills such as how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies, and de-escalating challenging situations. These skills will enable course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving, and preventing conflicts with others.

This course is delivered in partnership with PD Training.

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What you’ll learn

After completing this course, participants will be able to:

Gain a thorough understanding of the sources, causes, and types of conflict
Utilise all six phases of the conflict resolution process
Understand the five main approaches to conflict resolution
Learn to apply conflict resolution approaches
Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalates
Develop communication tools such as agreement frames and open questions
Learn practical anger and stress management techniques

PD Training at Lumify Work

PD Training is Australia's leading provider of professional development training, cutting edge psychometric profiling and HR services. They help companies provide training and development to their staff that is on-target, fun, retained, and achieves their goals.
Lumify Work partners with PD Training to offer an extensive range of Professional Development training and short courses, through a network of over 400 specialist trainers.

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Who is the course for?

This is a practical class that is suitable for all audiences, and provides participants with tools they can apply on-the-job (and in other contexts) the very next day.

Course subjects

Lesson 1: Conflict - Is It All Bad?

What Do We Mean by Conflict?
The Basis of Conflict

Lesson 2: Understanding Your Response to Conflict

The Learning Dimension Profile
The Thomas-Kilmann Conflict Mode Instrument (TKI)

Lesson 3: What Makes Up Conflict?

From Wince to Scream
Filters
Emotions and Conflict

Lesson 4: How Managers Can Add to Conflict

Micromanagement
Poor Understanding
Vague Expectations
Setting Poor Standards

Lesson 5: Resolving Conflict Between Others

Planning and Setting up a Meeting
Running a Mediation Meeting
Negotiating a Solution
Developing an Agreement

Lesson 6: When Conflict Involves You

Conflict Mapping
Having a Balanced View
Overcoming Resistance to Meet
During the Meeting

Lesson 7: Implementing Agreements

Paying Attention
Follow-up Meetings

Lesson 8: Reflections

Create an Action Plan

Prerequisites

None

THIRD PARTY REGISTRATION

Lumify Work offers training through our partnership with PD Training. This arrangement requires Lumify Work to provide your details to PD Training for course and/or exam registration purposes.

Terms & Conditions

The supply of this course by Lumify Work is governed by the booking terms and conditions. Please read the terms and conditions carefully before enrolling in this course, as enrolment in the course is conditional on acceptance of these terms and conditions.