Much wider than I had envisioned. Interesting and applicable to a wide audience. Excellent summary, with a very comprehensive list to refer to. The trainer's presentation: Excellent, very organised, friendly and professional.
Summary on the
reasons for the conflict management training:
work with your colleagues, customers, and suppliers. You
do this by giving them the best products, services and information that you
sometimes, people do the wrong things and you need to give them, what you might
call, Negative feedback: or Constructive criticism.
the problem is: most people don’t like
giving criticisim: and they certainly don’t like receiving criticism.
then, you find yourself stuck in a conflict situation.
all conflict situations need to be handled carefully.
you need to have a good method for handling conflict situations. You
need a rational approach to conflict management.
one day Conflict management training is designed to demonstrate and teach
correct conflict management principles: it is designed to help you to manage
any conflict situation:
provides a reference point to enable you to deal with conflicts in a clear,
rational, assertive, and non-aggressive manner.
this course, you will learn exactly how to handle conflict situations and
You will learn what to do: If
you sometimes say to yourself “I know what I mean but I can’t explain it”
you believe that the conflicts may sometimes be based on a miscommunication If
you have to handle strong, confident characters that you find difficult to deal
you have to handle moody, emotional characters that you also find difficult If
you sometimes lose your temper and make the conflict situation worse - not
better, by saying too much ; or If
you leave it and just hope the situation will resolve itself If
you wait and wait and wait ....and then let rip! If
you are unsure when it is right and when it is NOT right, to compromise If
any of the above descriptions fit you, then the course will be a benefit.
of this conflict management course
will feel more confident during all conflict situations.
will get the best possible result from the situation with the minimum
fuss, in the shortest possible time.
will avoid all the expense, perils and emotional turmoil of a badly
managed conflict situation.
will feel happy to handle conflict situations involving even the most
Part one – AM Resolving conflicts that may be based on poor
communication. The need to act from professional principles, not by your feelings or
mood. In order to manage people properly, don’t act according to your emotions
and your mood. Instead act according to a proper
The need for clear communication. The conflict may be based upon miscommunications caused by unclear
communication. Conflict resolution requires clear language, and the accurate use of
How to define your meaning and avoid unnecessary miscommunication. There are many words that cause conflict due to their multiple meanings. It is important to clarify often
quoted but ill defined words.
Fair – unfair.
Remember that your conflict management skills boil down to your ability
get the words right!
Focus on what CAN BE DONE, not on what cannot be done. Many people talk for too long about what cannot be done and why it
cannot be done.
We need people to talk about what can be done and how it can be done.
Distinguish between legitimate criticism and cynicism
Criticism is legitimate.
Cynicism is not.
How to distinguish between the legitimate complainer and the negative
cynic. How to improve your listening skills
Managing confrontational situations Conflict is inevitable and could even be beneficial but ONLY IF it is
managed according to correct conflict management principles.
On this course, you will learn exactly how to handle conflict situations
and difficult people.
P. M. Four ways to approach conflict
using the principles of “Reason”- YES
getting angry and frustrated - No
getting upset and tearful - No
ignoring the situation and just hoping that it goes away - No
What are the principles of rational
conflict management? The rest of the course answers that
Method one: The quick method
Your goal is to modify their behaviour- not win the
"Nip it in the
Don’t use emotional
Don’t attack their
self-image. (ego or pride)
Give them their
clear way out of the conflict
As them for a
specific change in their behaviour.
reinforce any positive change in their behaviour
If face to face- then watch you own body language posture
on the phone- then be aware of your own voice tone;
Intensity of emotion.
The need for praise and appreciation The lack of appreciation may be the cause
of a conflict situation.
How and when to give praise and trigger a
positive emotional response in the mind of the listener.
Summary and action planning
The course content was challenging and stimulating. The trainer's presentation: The trainer's presentation was very effective, delivering, difficult concepts with insight and humour.
Delegate: Chris Jolley Company: Greencore
Price for open training course
The open training course costs only £375 +VAT per delegate per day. For this price we provide:
Full days quality training
Tea, coffee and cakes
Full colour course notes
Written action plan
Access to the Post Course Portal:
Audio download of 'The Effective Leader Manager' programme
Access to DVD downloadable training courses:
Free eBook 'The Effective Leader Manager'
Free training needs analysis, with personalised development action plan based upon results
Plus 3 months free telephone coaching
To answer any on-going questions, you will also receive email and telephone support from your trainer after you have attended the course.
Whilst you are implementing what you have learned we will be there to help you if you need us for advice, guidance and coaching.
The training method follows this general pattern:
The training is very interactive and interesting
The trainer gives a clear explanation of the point in question with specific examples.
Then, the delegates practice by doing an exercise with each other.
The delegates practice by doing exercise with the trainer.
All points are supported with full written notes to take away.
Delegates are asked to write down an associated action, for each point made.
(At the end of the day, we have about twenty such actions, from which the delegates choose six which are the most personally meaningful).
Note: we do not believe in placing people in any situation of embarrassment
by demanding that they 'perform' in front of the whole group. So you can
relax: come on this course and be at ease; ready to learn new skills!