All workshops may be conducted onsite or at our premises, with experienced facilitators providing group and/or individual instruction. Training is provided through hands-on learning, relevant exercises and the provision of a participant handbook containing training materials, tools, templates and checklists, ready for use back in the workplace.
Our participants are also entitled to complimentary telephone consultation/advice within 60 days of workshop completion.
Tailoring & Customisation
This workshops is able to be customised to suit your requirements, using appropriate and relevant scenarios from your specific workplace/organisation
Workshop Content Summary
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Understanding Conflict
- Understanding Conflict; what it is and how we recognise it
- Challenge vs. conflict
- Types of conflict
- Costs of conflict
- Levels of conflict
- How does conflict escalate/progress
- Personal styles in dealing with conflict
Tools and Techniques for Managing Conflict
- Using the “Interest-Based Relational Approach”
- Defining the problem
- Analysing the cause(s) of the problem/conflict
- Setting Norms and Rules
- Problem solving tools
- Five steps to knowing when to ‘step in’ and when to ‘bow out’
- Confrontational facilitation
Honing your Personal Communications Skill Set
- Knowing yourself
- Healthy debate or dysfunctional argument?
- Essential communication skills
Active listening
- Problems in active listening
- Qualities of an effective voice
- Non-verbal communication
- Steps for collaborating effectively
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Dealing with Difficult People
Do we have to fight? Conflict avoidance
- Difficult conversations vs. the learning conversation
- Working with behavioural and communication styles
- Confronting the situation: The benefits
- Determining your involvement
- Reciprocal relationships
- The “Three F’s”
- Managing your emotions
- Stress management techniques
- Applying positive self-talk: coping statements
- Depersonalisation
- Causes of difficult behaviour
- The Three-Step Conflict Resolution Model
- Negative vs. positive interactions
- Dealing with negative feelings
- De-stress options for when things get ugly
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