Conflict is a normal and inevitable element in any working relationship. Conflict happens due to differences in opinions and can arise whenever individuals have conflicting ideas, principles, values or desires. Learning how to manage conflict is necessary for an organization. When conflict is mishandled, it can have a negative impact on relationships, moral, teamwork and can lead to decrease productivity. But when managed in a professional, constructive way, conflict brings an opportunity to improve the link between individuals.

By attending this Conflict Resolution training course from PD Training, you will learn how to stabilize your professional relationships. The course presents techniques to identify the source of conflict and to manage and resolve conflict quickly and with professionalism.

Join a Conflict Resolution Training Class today, or have a trainer come to your workplace in Central and Hongkong wide.

This Conflict Resolution training course can be delivered at your premises by one of our expert local or international trainers or live online using our HIVE technology.

Contact us today for a quote.

Your Learning Outcomes
Conflict Resolution Training Course

In this course participants will:

  • 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 recognize and prevent conflict before it escalates
  • Develop communication tools such as agreement frames and open questions
  • Learn practical anger and stress management techniques
Duration: 1.0 day course



Reviews

Conflict Resolution Training Course Reviews:

Course was relevant and delivered in a format that allowed all to contribute and relate.

Goldenwest Apprenticeships


I have been delighted with pd training with the construct and delivery of this course. pd training has assisted me every step of the way, with constructing an outline, preparing the team and building enthusiasm and with the most important follow-up after the course to keep motivation high. I am a raving fan and have been singing pd training's praises to other managers that I network with.

JFTRS PTY LTD


Anne was a great facilitator and handled the group very well. She was aware of the issues that we had and presented the course material in a very careful and structured manner. She was very observant of the reactions of the group. We will definitely ask for Anne at the next workshop.

JFTRS PTY LTD


The trainer was very attentive to all participants needs and wants. Also, very inclusive of all who participated. The training flowed constructively and the content very relevant to work conducted by our agency.

Office of the Registrar of Indigenous Corporations


Was really pleased to see the effort put into tailoring the course for a group of St John Ambulance personnel. The use of relevant examples certainly captivated the group and enabled them to interact without trying to work out the links between what the presenter said and what they know and understand of their job and its role.

St John Ambulance


Mike does a great job of engaging the whole team. Very enlightening and took plenty away with me to work with.

Metcash/IGA


Anne was a great trainer and customised the course to our needs, I thoroughly enjoyed it and would recommend it. I would also attend other courses where Anne is the trainer.

Metcash/IGA


I have been a training facilitator for many years and Annes energy and enthusiasm was inspiring and I honestly have to say, she is the best trainer I have experienced.

Metcash/IGA


The view of conflict and the change in ones perception of conflict was useful in every day life. Well presented.

Integrated Chemical and Environmental Systems PL


I enjoyed the energy and professionalism with which that the topic was delivered. I learned a lot about me and my customers. And above all else time just went by. Thank you Kliment.

The Malthouse


Great course, well organized, well run & I felt I got a lot out of it...thanks =0)

Calvary Health Care ACT


This course put it all together for me - I now have the tools, the methodology and therefore the confidence to proactively assist my organization in this area. Thank you to Ross, who really gives so much of himself in his presentations.

Calvary Health Care ACT


The trainer gave lots of tips on how to handle stress and emotions. She was also very knowledgeable about her subject and used the real situations of participants to show how theories could be applied to any situation being it corporate or on a lower level dealing with person to person situations. he course was most beneficial.

Swinburne University

More happy clients



Course Outline
Conflict Resolution Training Course

Download Conflict Resolution Training Course Outline

Foreword:

Conflict is the result of people having differing needs, opinions, expectations and importantly different perspectives.

The reality of conflict is that in any human relationship it is inevitable, if handled well, conflict provides a powerful avenue for significant growth. 

Conflict resolution involves recognizing and managing the particular conflict. This is an essential part of building emotional intelligence, and nurturing relationships. Poorly handled conflict can affect both the employees and the clients thereby impacting the company’s bottom-line. To maintain your competitive advantage, you need the entire organization to focus on developing conflict resolution strategies to quickly and effectively resolve conflict, while building trust and commitment with clients and colleagues.

This Conflict Resolution Training Course provides techniques for individuals in an organization to resolve workplace conflict and build a common understanding and framework for working through challenging conflict situations. We have, after much research, decided to focus on the Win-Win Approach using the three critical skills of conflict resolution – Negotiation, Assertiveness and Persuasion. These skills will enable the participants to develop conflict resolution strategies for quickly and effectively recognizing, resolving and preventing conflict.

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

In-House Training We’ll focus on what matters most to you and tailor to your context


Delivery Options for In-house training

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
Conferences
Conferences
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you if you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.


Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Embed Learning A great training course is only the beginning to lasting change.

To help you get lasting change from training we engage your participants

Before training

Pre course activity & chat with the trainer about personal learning goals

During training

At the course conclusion participants are encouraged to add an action plan and select an accountability buddy

After training

  • Participants can access course materials and extension content + more
  • If they picked an accountability buddy, they will have that meeting as well

We welcome your participants for Refresher Training on our public classes at no cost for 12-months (subject to availability)

All made easy via our orgmenta participant app

More ways we can help achieve lasting change include:

1. Make it Stick Packs - 6 months of 10-15 minute activities to run at meetings

Designed to be easy to use for Team Leaders, Managers, Trainers or other nominated Learning Champions these packs have 6 simple and quick activities to reinforce learning from the original course.

When you choose this option, we provide your nominated Learning Champions with a 3-hour session in how to run the activities so they have the resources and confidence to integrate these into your normal team meetings or as stand alone lunch 'n' learn sessions.

Make it Stick packs are available for all PDT Signature Series courses.

2. Follow-Up Coaching by our Trainers

Our Trainers can come back onsite and run coaching and reinforcment sessions for your team members. These sessions are most commonly 90-minutes long, and are designed to help people share and collaborate, helping them gain insights and confidence to apply what they learned so you see value from the investment in training with a lasting change.

Our purpose is to deliver lasting impact, and we believe this is a powerful step in achieving lasting change, so to encourage you to give your people that extra opportunity to really see change, if you book a follow up session within 90-days of the original course date, we’ll come back onsite for 1/2 price.

3. Physical Products - visual reminders to keep key concepts alive

Many of the 'aha' moments in courses can come from the increased awareness of ourselves and our colleagues, these come through the REACH Profiles that is integrated into many of our courses.

The insights lead us to better recognise our tendencies and strengths, understand how to be more mindful of adapting to the needs and preferences of our team and our customers.

The insights are put into practice by appreciating the benefits of our diversity and either learning to adapt or implementing a strengths-based management approach.

We have a great range of high quality products that can keep these impactful moments top of mind back in the workplace.

REACH to my Team
Visualizer / Reminder

The REACH Team Visualizer/Reminder can be used in multiple ways in both training and in the office. When displayed in a high traffic area REACH will be kept top of mind. Below are guidelines for use of the REACH Team Visualizer / Reminder which is also in downloadable format.

The REACH Team Visualizer / Reminder comes in two sizes of A0 841 x 1189 mm and A1 594 x 841 mm and is made from a sturdy 5mm corflute.

REACH to my Team Visualizer / Reminder guidelines for use

  • For this activity the simplest way to plot all participants on the REACH Grid is by generating TEAM Insights Report from the REACH Ecosystem which will give the position of everyone participating.
  • Place the REACH Team Visualizer / Reminder on a flat surface, preferably a wall, where it is clearly visible. Ask participants to mark their REACH position on the grid with a sticky dot. Recommend that participants put their initials on the sticky dot so they can easily locate themselves later. Each person’s REACH can revealed one at a time in a group activity. This allows for everyone to identify the dynamic that they will have with each other. Are they in the same quadrant or are the polar opposites? How do they "REACH" each other?
  • When you construct this activity with participants who have not seen their REACH score, they begin to develop a sense of self-awareness and their blind spots as well as of those around them.
  • The REACH Team Visualizer / Reminder is a powerful way to keep Team Dynamics and REACH alive. It can be revisited on a regular basis, people can be added, removed or moved by simply adding, removing or moving dots.
Download REACH Team Dynamic Visualiser guidelines

Keep it Alive
REACH Cubes

REACH Cubes are designed to build empathy and grow an appreciation for thinking differently. They encourage productive and positive interactions in the workplace, workshop or personal development sessions. They can be used in any creative way to grow REACH and below we have provided two recommended activities for use. The REACH Cubes pack comes with 4 REACH Cubes one representing each REACH Quadrant. Each REACH Cube is 7.5 cm squared and are made from durable EVA Foam.

Keep it Alive REACH Cubes Activity 1 – Thinking Outside the Square

When people are participating in activities during REACH workshops, training or personal development sessions provide each participant with a REACH Cube and ask them to complete the activity or interaction Thinking and Behaving based on what REACH Cube was provided to them.

Are they the Advisor focused on detail and doing?

or a Coach focused on People and Action?

This brings a whole new level of empathy building and appreciation for the strength of thinking differently.

Keep it Alive REACH Cubes Activity 2 – Grow Your REACH in your space

After REACH has been introduced using the REACH Training continue to keep REACH alive in the workplace by providing each person with a set of 4 REACH cubes to take back to their work space.

Personal REACH and the REACH of their colleagues can be grown by using these cubes on a regular basis with these great ideas:

The Desk Stack:

Stack your REACH Cubes on your desk and on top of the stack place the cube that is reflecting your current REACH zone. Ensure that you have the side that says “Thanks for dropping by, right now I am in my __________ quadrant” facing outward so those approaching your work space know how you are feeling and acting at that current time. This is designed to help those around you recognise different behaviours/responses they may or may not receive from you based on the situation and REACH zone.

Think Before I Act:

Use your REACH Cubes to be mindful of your interactions with others. Whilst interacting use the cubes to review your behaviours and actions. Take up the cube of the quadrant you currently feel you are in and review these sides: Think before I act: Is this what I need to be right now? Flip the cube over to the side of the profile overview and think about the style in which you are Communicating, Conflict-handling, Delegating etc. Is this what you need to be to REACH the person you are interacting with? If not find the REACH Cube that best suits the situation and maximises your REACH with that person and use the profile overview to help guide your interaction.

Download REACH Cubes Activity File

Learn to REACH
Labels

Learn to REACH Labels are a great low-cost substitute for the REACH Caps or REACH Cubes or the more physically interactive REACH Floor Mat. They work well in small and large team activities and can be used as a quick way to identify how others act and think through a different quadrant that is not theirs. They can learn to appreciate the different communication, conflict handling, delegating, planning and learning styles of others and through this increase their REACH.

The REACH Labels are made of a high quality fabric sticky labels that are designed to last all day training sessions.

These work well after training when stuck to people’s monitors or workstations.

View all of the REACH Training and reinforcement products Here
Not exactly what you needed? Try other courses in the Management and Supervision Courses Category

 
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