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Conflict Resolution

STL
Course summary
1 day
English
Nationwide
Company-Specific / In-House

Conflict Resolution



Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... learn and practise key skills to build your confidence
maintain composure whilst de-escalating conflict.
understand, recognise and implement strategies for managing and resolving conflict
practise and test a range of models and techniques to help recognise, manage and resolve workplace conflict

Suitability - Who should attend?



As life becomes busier with ‘more things to do’, ‘places to be’ or ‘people to meet with’ filling our agenda, it also becomes more fraught. This course develops your understanding of what triggers anger patterns, the circumstances that bring them forth, as well as the effective management of conflict within yourself and between individuals within the workplace. It, therefore, suits all classes of personnel within your business.

Training Course Content



Understanding Conflict

Identify common sources and levels of conflict
Explore the belief/behaviour cycle that underpins conflict
Triggers to aggressive behaviour
Understanding others’ needs when they are angry
Types of conflict
Stages of conflict escalation

Responding to Conflict Situations

Signs and symptoms of aggression
Conflict ‘flashpoints’ and the impact of ‘red rag’ words and phrases
Understanding your natural response
Analysing the conflict so it is clear and easy to understand
Emphasising what you agree on and what you do not agree on
Managing your body language
Staying calm and managing your own emotional responses

Techniques and Tactics for managing conflict

Employ a systematic approach to solve conflicts
Structuring and controlling the conversation
Listening, responding with empathy and calming the situation
Acknowledging difficulties and emotions
Managing unpredictability (drugs, alcohol, mental illness, etc.)
Saying no effectively
Handling abusive behaviour
Delivering Difficult Messages

Manage Conflict Escalation

The impact of aggressive behaviour
Dealing with aggressive and negative behaviour
Responding to personal criticism and entrenched behaviour
Non-threatening ways to highlight the consequences of escalation

Moving Difficult Situations Forward

The Power of Open and Honest Communications
Following a positive strategy for conflict resolution
Key interpersonal skills for resolving conflict
Listen without judgment and ask focused questions
Emphasise a win/win strategy
Simple ideas for resolving conflict

Expenses



Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL

STL

Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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www.stl-training.co.uk

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