public sector and charities
please enquire Call Joseph Scott
0845 6580654
Course Overview - 2 days
Conflict Resolution is a training topic which appears near the top of almost everybody's learning list. Increasingly, situations remind us that our inbuilt, instinctive "fight or flight" response to conflict is just not appropriate, nor sufficiently sophisticated for today's hi-tech problems and complex relationships.
We need a more advanced, more flexible skillset for dealing with conflict - versatile tools we can use to pre-empt volatile situations, and to manage a range of difficult circumstances should they arise.
Q. Who will the Course Benefit?
Anyone interested to enhance/widen their skills for managing situations of potential or actual conflict; anyone required to act as mediator in circumstances of conflict.
Group Size: Up to 10 delegates.
Q. What skills will the participtants gain?
Sources of conflict: perceived or actual? How conflict is escalated; how it can be de-fused
Difficult people and situations: pre-empting conflict by exploring their position, clarifying, understanding, respecting
Maintaining your own outcomes, state, point of view and integrity
"Personal language": verbal and non-verbal. Learning to spot, interpret and speak the other's "dialect"
Rapport. Macro- and micro-signals. Matching and mismatching. Second positioning.
Win/win outcomes and the alternatives. "Chunking" and lateral
thinking to explore creative solutions that fit everyone's "maps"
Skills for mediation. How to facilitate constructive resolution of conflict between others.
Q. What are the Course Objectives?
On successful completion, participants will be equipped to:
Describe and interpret sources of conflict and potential conflict, using NLP
Take action to pre-empt conflict with elegance and integrity
Use outcomes thinking, emotional state anchoring and a range of techniques to stay calm and focussed
Use others' "personal language" to establish and maintain rapport
Negotiate win/win outcomes in difficult situations
Gain insight into conflicting viewpoints, by exploring positions, personal values and perceptual filters
Improve Customer Service
