Conflict Resolution

COURSE AIMS

Understanding the dynamics of conflict and learning how to foster positive outcomes in challenging situations. Providing insights into human behaviour, offering strategies for engaging with individuals who may present difficulties and navigating conversations with diverse personality types.

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COURSE PREREQUISITES

This course equips participants with the skills to comprehend, handle, or address challenging individuals and situations, especially when the need arises to engage in demanding dialogues to resolve conflicts.

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COURSE OBJECTIVES

Upon completing this course, participants will be able to:

• Recognise the traits associated with challenging individuals.
• Enhance conflict management abilities and gain a deeper understanding of their personal communication style.
• Exhibit essential skills and behaviors essential for managing difficult situations and individuals.
• Acquire techniques for identifying and modifying behaviours, both one's own and those of others.
• Develop effective communication strategies for challenging situations.

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COURSE CONTENT

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Introduction and Objectives

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Understanding Different Behavioural Types

• Identifying Individuals Exhibiting Challenging Behaviour
• Analysing the Underlying Causes of Difficult Behaviour
• Foundational Principles of Conflict Resolution

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Effective Conflict Management

• Addressing Difficult Personalities
• Exploring the Kilman Conflict Model
• Applying Assertive Influencing Techniques

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Key Skills for Navigating Difficult Conversations

• Enhancing Communication Skills
• Employing Listening and Questioning Strategies
• Providing and Receiving Constructive Feedback
• Managing Reactions
• Cultivating Assertiveness
• Mastering Verbal and Non-verbal Communication
• Building Stronger Relationships

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Self-Management in Conflict Situations

• Utilising Step-by-step Behaviour Modification Techniques
• Implementing Reframing Strategies
• Techniques for Resolving Conflict

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Practical Exercises to Consolidate Learning

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Action Planning

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Review

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