Conflict in human relationships, even good relationships, is inevitable both at home and in the workplace in New Zealand. Learning how to manage conflict is a key skill for anyone who works in a team, interfaces with customers or has a supervisory role.

The PD Training Conflict Resolution Training Course empowers participants with the techniques to identify the source of conflict, and then how to manage and resolve the issue quickly and with professionalism.

Attend a Conflict Resolution Training Class today, or have one of our professional trainers come to your workplace in Auckland, Wellington or Christchurch.

Learning Outcomes

• 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