LYNWOOD TRAINING LTD

Managing Conflict

Course Description

 To benefit individuals, teams and the organisation by providing delegates with the understanding and ability to manage conflict in the workplace. Using a variety of training methods including short lectures, exercises and role-plays; this is designed to be highly informative, interactive and relevant to the every-day working situation

1          Understand why conflict is inevitable

            2          Realise that not all conflict is negative

            3          Learn their own preference for coping with conflict

            4          Be aware of other coping mechanisms

            5          Understand the importance of non-verbal communication

            6          Be able to distinguish between aggression, assertion and submission

7          Know how to manage conflict with both internal and external
            customers

8          Have developed the skill to handle a variety of confrontational
            situations

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