16. August 2019 - 9:00 till 16:30
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Conflict Resolution Training Course | Canberra | Friday, 16. August 2019

Learning how to manage and resolve 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 Conflict Resolution Course by PD Training provides techniques for individuals in an organisation 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 and Persuasion.
These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others.  Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.
Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.
Learning Outcomes
In this course participants will learn how to:



Gain a thorough understanding of the sources, causes and types of conflict
Master 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

Course Outline 



Conflict Resolution Training Course - Lesson 1 Getting Started 

Pre-Assignment Review
Workshop Objectives


Conflict Resolution Training Course - Lesson 2 Conflict Resolution Explained 

Conflict Defined
Conflict Resolution Defined
Review the Conflict Resolution Process




Conflict Resolution Training Course - Lesson 3 Conflict Resolution using the Thomas-Kilmann Instrument 

Collaboration
Competition
Compromise
Accommodating
Avoidance


Conflict Resolution Training Course - Lesson 4 Create a Neutral Atmosphere 

Create Neutral Emotions
Setting Limitations
Choose the Right Place and Time




Conflict Resolution Training Course - Lesson 5 Finding Mutual Requirements 

What I Need
What They Need
What We Need


Conflict Resolution Training Course - Lesson 6 Identifying Individual Needs 

What They Need (Expanded)
Creating a Positive Path
Creating a Strong Relationship




Conflict Resolution Training Course - Lesson 7 Identify the Real Issue 

Examine the Root of the Problem
Design the Cause vs Effect Diagram
Forgiving is Essential
Discuss the Resolution Benefits


Conflict Resolution Training Course - Lesson 8 Creating Multiple Options 

Creation vs Evaluation
Identifying Options for Mutual Gain
Further Options to Consider




Conflict Resolution Training Course - Lesson 9 Finding the Best Solution 

List Solution Criteria
Short Listing Options
Comparing Solutions
Planning the Solution


Conflict Resolution Training Course - Lesson 10 Evaluate and Take Action 

Evaluating the Current Situation
Choosing Appropriate Actions
Design an Effective Process
Implement the Action Plan




Conflict Resolution Training Course - Lesson 11 Additional Resources 

Stress Management Techniques
Anger Management Techniques
The Agreement Frame Explained
Open-Ended Questioning


Conflict Resolution Training Course - Lesson 12 Wrapping Up 

Words from the Wise
Parking Lot
Action Plans and Evaluations