Saudi Arabia
Egypt
UAE
Canada
Conflict Management
By the end of this course, participants will be able to:
• Identify the causes of conflict.
• Explain the types of conflict.
• Analyze obstacles to effective listening.
• Apply communication skills that support conflict resolution.
• Compare the impact of aggressive language and positive language on influence and emotion conveyance.
• Analyze conflict conditions for conflict resolution.
• Act professionally with all types of clients, colleagues, and managers.
Module 1 - Understanding Conflict
1 Parts
- Objectives
- Introduction
- Reasons for conflict
- Two types of conflict
- Rational versus emotional orientation
- Detached engagement
Module 2 - The Basic Steps of Conflict Resolution
1 Parts
- Objectives
- Four typical approaches to conflict
- The ABCD’s of conflict resolution
- Getting buy-in
- Consensus
- Do it
Module 3 - Listening Skills
1 Parts
- السبيل إلى الإصغاء الفعال
- العقبات التي تحول دون الإصغاء
- طرح الأسئلة
- تقييم مهارات الإصغاء لديك
- تمرين الإصغاء
Module 4 - Communication Skills That Support Conflict Resolution
1 Parts
- Objectives
- Establish credibility and trust
- Communicating feelings
- Confrontational language
- The escalation processes
- Positive language
Module 5 - Handling Challenging Personalities
1 Parts
- Objectives
- Conflict denial
- Uncooperative person
- Angry hothead
- Confronting when intimidated
- Dealing with defeat
- Challenging personality practice
Module 6 - Handling Specific Situations
1 Parts
- Objectives
- Dealing with your boss or upper management
- Dealing with a co-worker or peer
- Dealing with team conflict
- Dealing with an employee you supervise
- Dealing with a customer or client
- Case studies
