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Overview

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether.

This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts.

You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.
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What You'll Learn

  • Recognize the underlying causes of conflict
  • Map conflict using a five-step approach
  • Identify ways to develop flexible responses to personal and professional conflicts
  • Practice applying models, techniques and strategies to manage your interpersonal communication behaviours in conflict situations
  • Implement strategies to improve your communication and effectively respond to conflict

Who Should Attend

This course is suitable for business professionals who want to expand their conflict management skills, understand their own emotions and behaviours when addressing conflict, and find productive ways to manage conflicts.
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Prerequisites

  • Able to speak, listen, read and write English at a proficiency level not lower than the Employability Skills WSQ Level 5 WPL (Comprehensive) and WPN
  • Have minimum GCE “N”, “O” or “A” Level / NITEC or a diploma qualification and minimum 2 years of working experience

Learning Journey

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Learning Objectives
  • Identify Underlying Causes of Conflict
  • Identify Approaches for Developing Flexible Responses to Personal and Professional Conflicts
  • Practice Various Models, Techniques, Strategies, and Approaches to Manage Your Interpersonal Communication Behaviours in Conflict Situations
  • Implement Flexible Strategies to Improve Your Communication and to Effectively Respond to Conflict
Developing Conflict Awareness
  • Define Conflict
  • Explain the Difference Between Disagreement and Conflict
  • Describe the Five Levels of a Conflict
  • Describe Barriers to Managing and Resolving Conflict
Responding to Conflict
  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Ally the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used
Conflict Strategies
  • Identify Your Preferred Strategy or Strategies for Responding to Conflict
  • Identify the Five Conflict Strategies
  • Analyse Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict
The Role of Trust in Minimizing Conflict
  • Describe the Four “Cs” as the Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
  • Identify Interests Behind Positions
Moving Beyond Conflict
  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
  • Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
  • Identify and Practice Assertiveness Tools and Strategies
  • Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message Behind the Emotional Statement
Dealing with Difficult Behaviours
  • Explain the Difference Between Difficult People and Difficult Behaviour
  • Describe an Understanding of Handling Passive Behaviour
  • Describe a Strategy for Handling Passive or Aggressive Behaviour
Mapping Conflict
  • Map a Conflict Using a Five-Step Approach
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to Address a Specific Goal
  • Demonstrate the Implementation of the Chosen Conflict Strategy
Thunderstorms
  • Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”

Frequently Asked Questions (FAQs)

  • Why are soft skills important?

    In today's interconnected world, soft skills are essential for success in any field. They empower you to communicate effectively, build strong relationships, collaborate with others, and navigate complex situations with confidence.

    Whether you're aiming to advance your career, improve teamwork, or simply enhance your personal interactions, strong soft skills are crucial for achieving your goals.

  • What to expect for the training sessions?

    SoftSkills by Trainocate programs are designed to be engaging, interactive, and practical.

    You can expect a combination of expert instruction, group discussions, real-world case studies, and hands-on team building activities that will help you develop and apply essential soft skills in your professional and personal life.

    Our experienced trainers create a supportive and collaborative learning environment where you can gain valuable insights, build confidence, and enhance your interpersonal effectiveness.

  • Why take this course with Trainocate?

    Here’s what sets us apart:

    - Global Reach, Localized Accessibility: Benefit from our geographically diverse training hubs in 24 countries (and counting!).

    - Top-Rated Instructors: Our team of subject matter experts (with high average CSAT and MTM scores) are passionate to help you accelerate your digital transformation.

    - Customized Training Solutions: Choose from on-site, virtual classrooms, or self-paced learning to fit your organization and individual needs.

    - Experiential Learning: Dive into interactive training with our curated lesson plans. Participate in hands-on labs, solve real-world challenges, and take on comprehensive assessments.

    - Learn From The Best: With 30+ authorized training partnerships and countless awards from Microsoft, AWS, Google – you're guaranteed learning from the industry's elite.

    - Your Bridge To Success: We provide up-to-date course materials, helpful exam guides, and dedicated support to validate your expertise and elevate your career.

  • What if I'm looking for something different from what's available?

    We totally get it! Sometimes you need something a little more personalized to your specific needs. Maybe you're looking for a unique combination of soft skills, or perhaps you have a particular organizational challenge in mind that you want to address.

    Whatever it is, we'd love to hear more about your learning goals and how we can help you achieve them. Don't hesitate to reach out to us for a chat. We'll work closely with you to understand your needs and tailor a solution that fits perfectly.

    Whether it's a customized workshop, a blended learning program, or a combination of different soft skills training, we're confident we can create something that delivers real results for you and your team.

    Ready to take the next step? Sharmila Naidu is here to help! Drop her an email at sharmila.naidu@trainocate.com, and let's get started on your learning journey!

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Course Curriculum

Course Curriculum

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Training Schedule

Exam & Certification

Exam & Certification

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Frequently Asked Questions

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