Conflict Management & Dispute Resolution
1 day course
Identified their personal response to conflict and the chief causes of conflict in their workplace
Increased self-awareness and understood why emotional intelligence is important
Understood the goals and styles of conflict management, including the win/win approach
Practised the essential communication skills required to deal with conflict objectively and received feedback
Practised the processes and strategies for dealing with difficult people in a variety of situations with the use of video
Understood the legal obligations both institutions and individuals share in contracts of employment including 3rd party dispute resolution; fair process, duty of care.
By the end of this course participants will have:
Before you take action - a situational approach
When you act - the 7-Step SWOT approach.
Why Conflict Arises:
Your reaction to conflict; goals of conflict management; styles of managing conflict
Essential Communication Skills:
Open communication skills model; Assertiveness, some techniques including the skill of constructive openness; Negotiation tips, Complaint handling; mediation; The grievance interview.
Emotional intelligence; Workplace behaviours; Dealing with difficult people; Using positive reinforcement; Foundations for good relations
Legal obligations, Australian Industrial Law requirements of fair play, duty of care, typical 3rd party dispute settlement processes.
Two Processes for Managing and Resolving Conflict:
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"90% of attendees rated facilitation and material at highest score"
Conflict Management in Diverse
BP Solar, November/December 2004.
"7 Step Counselling approach best part of programme - this is
what I was looking for"
"Facilitator very experienced and knowledgable"
Conflict Resolution & Fair Conduct
BT Financial Group
"Gordon and Nancy both very experienced and helpful"
"Model for "Fair Conduct" excellent. Good tool for managers"
BT Financial Group