Learning how to manage and resolve conflict is a key skill for anyone who works in a team, communicates directly with customers or has a supervisory or managerial role. Resolving interpersonal conflict can be very empowering and should be a part of everyone's professional development goals.

This Conflict Resolution Course by PD Training provides techniques for individuals in an organisation to resolve workplace conflict and to build a common understanding and framework for working through challenging situations. The course was designed, after much research, to focus on the Win-Win Approach using the three critical skills of conflict resolution; Negotiation, Assertiveness and Persuasion.

These skills will enable the course participants to develop conflict resolution strategies for quickly and effectively recognising, resolving and preventing conflicts with others. Learn key skills like how to compromise and negotiate, finding the root cause of the issue, the importance of forgiveness, anger management strategies and de-escalating challenging situations.

Attend a 1-day Conflict Resolution Training Class, or have one of our professional trainers come to your workplace in Brisbane, Sydney, Parramatta, Melbourne, Canberra, Adelaide or Perth.

Learning Outcomes

In this course participants will learn how to:

Gain a thorough understanding of the sources, causes and types of conflict
Master all six phases of the conflict resolution process
Understand the five main approaches to conflict resolution
Learn to apply conflict resolution approaches
Learn how to use parts of the conflict resolution process to recognise and prevent conflict before it escalates
Develop communication tools such as agreement frames and open questions
Learn practical anger and stress management techniques

Course Outline

Conflict Resolution Training Course - Lesson 1

Conflict – is it All Bad?

Welcome
What Do We Mean by Conflict?
The Basis of Conflict
Reflection

Conflict Resolution Training Course - Lesson 2

Understanding Your Response to Conflict

The Learning Dimension Profile
The Thomas-Kilmann Conflict Mode Instrument (TKI)
Reflection

Conflict Resolution Training Course - Lesson 3

What Makes up Conflict?

From Wince to Scream
Filters
Emotions and Conflict
Reflection

Conflict Resolution Training Course - Lesson 4

How Managers Can Add to Conflict

Micromanagement
Poor Understanding
Vague Expectations
Setting Poor Standards
Reflection

Conflict Resolution Training Course - Lesson 5

Resolving Conflict Between Others

Planning and Setting up a Meeting
Running a Mediation Meeting
Negotiating a Solution
Developing an Agreement
Reflection

Conflict Resolution Training Course - Lesson 6

When Conflict Involves You

Conflict Mapping
Having a Balanced View
Overcoming Resistance to Meet
During the Meeting
Reflection

Conflict Resolution Training Course - Lesson 7

Implementing Agreements

Paying Attention
Follow-up Meetings
Reflection

Conflict Resolution Training Course - Lesson 8

Reflections

Create an Action Plan

Contact the host of Conflict Resolution Training