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Basic Conflict Management
This course is suitable for those people working in a team environment and provides some answers and skills for dealing with awkward colleagues or customers.
Upon completion of this module the learners wills be able to understand the value of conflict management and some of the processes involved in achieving this.
Learning Outcomes (LO)
- Defining a difficult person
- Changing what you do for a different result
- Working with difficult people
- Using frankness and agreement
- Turning arguments into discussions
- Active listening and responding
- Identifying the actors in conflict
- Dealing with strong opinion
- Feeding the solution not the problem
- Getting to the core of the problem
- Achieving a satisfactory resolution
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