Who is this course for?
 
This course is suitable for all staff who feel they may benefit from developing their communication skills and strategies for managing conflict.
 
Overview
 
This course will provide participants with practical strategies to effectively manage and diffuse difficult conversations that have the potential to escalate to conflict or confrontation.  Delegates will have the opportunity to bring and explore real workplace situations and to identify and practice a range of skills to achieve positive results.
 
By the end of this course you will
 

• Be able to identify what conflict is and why it might occur in the workplace
• Extend your understanding of individual responses to conflict
• Identify a range of skills and strategies for managing and diffusing such behaviour
• Experience a sample of these skills and strategies

Effective Behaviour Framework
This course will support the Working with people, Managing self and others, and Communication behaviours at Your team and others level.