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Learn: What conflict is & how it can escalate; 5 most common conflict resolution styles; How to increase positive information flow through non-verbal & verbal communication skills; Some effective techniques for intervention; How to strengthen staff trust


 
Course Outline
All of us experience conflict. We argue with our spouses, disagree with our friends, and  sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people. The only people who don’t experience conflict are hermits.

During this two-day workshop, you will learn some other things about conflict, including:
• What conflict is and how it can escalate
• The five most common conflict resolution styles
• How to increase positive information flow through non-verbal and verbal communication skills
• Some effective techniques for intervention
• How to strengthen staff trust and morale
• How to be more confident of their ability to manage conflicts

Course Outline
Introduction and Course Overview
You will spend the first part of the day getting to know other participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.

Defining Conflict
During this session, participants are given a chance to explore some assumptions about conflict and the positives and negatives of conflict.

Types of Conflict
This session will cover three main types of conflict: inner, interpersonal, and group. We will also look at open conflict vs. hidden conflict.

Spontaneous and Reflective Action
When people are under stress, they are more apt to revert to spontaneous action and then regret their choice of words. This session explores spontaneous and reflective action through a brief lecture.

Johari Windows
The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. We will look at the Johari Window in detail through a personal exercise and a case study.

Stages of Conflict
During this session, we will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.

Win as Much as You Can
This quick, fun exercise gives participants a break and helps them learn about conflict outcomes.

Conflict Resolution Style Questionnaire
Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.

The Role of Communication in Conflict Resolution
Active listening, paraphrasing, questioning, and body language are just a few of the tools that we can use to resolve conflict. We will look at all of these concepts in detail through lectures and role plays.

Seven Steps to Ironing Things Out
There are seven easy things that you can do to start resolving conflict. We will explore each method briefly in a short lecture.

The Conflict/Opportunity Test
Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.

Conflict and Its Resolution
This session will look at a few processes that we can use to identify and resolve conflict.

Facilitating Conflict
Facilitation skills have become a cornerstone of many leadership models. This session will look at facilitation and how it can be applied to conflict. Participants will also practice facilitation skills in a role play.

Setting Norms
Norms are a set of rules that a group agrees to act by. Setting norms during a conflict situation can help members stay calm, rational, and focused on the problem.

Making an Intervention
Leaders often find themselves in a situation where they need to intervene to help a group resolve conflict. This session will explore some ways to intervene effectively.

Workshop Wrap-Up
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
Prerequisites & Certificates
Pre-Requisites

None

Certificates offered

Certificate of completion


Cancellation Policy
A full 5 business days notice is required to change or cancel any course date.

Once payment has been received, a credit will be held in your account if we have received sufficient notice of your cancellation or date change (we do not provide refunds). If insufficient notice is received, the entire fee or Tickets for that course date will be charged.

There is no charge for substitutions. If you cannot attend your course and cannot provide the 3 business days notice, you can send someone else in your place with no penalty.

Course Retake

If you cannot provide 5 business days notice of cancellation, you may take the course at a later date at no further charge with the following conditions.

1. You must take the course within 6 months of the original course date (no exceptions). After that time, the full course fee will be charged again.

2. Registration is on a stand-by basis only. If the course date you select becomes fully booked you will be asked to choose another date, which must be within 6 months of the original course date.

3. If you need to change or cancel your free re-take course, we must receive a full 5 business days notice of the change. If insufficient notice is received, this offer no longer applies and the full course fee will be charged again, should you choose to book another date.

4. This course is not transferable to another person. It must be taken by the same person who was scheduled for the original course.

5. This offer applies to the same course only (same software program, same course level and the same software version as was originally booked).
Map & Reviews
Excel Training Toronto
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Reviews
 

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Here are some reviews of the training vendor.
Horrible directions to facility - should include recognizable locations, sites, instead of just east-west-north-south. More instructor emphasis on course content less time talking about irrelevant anecdotes from previous classes. E.g., Honda assembly or most memorable students. Prefer more time on the content of course as she rushed a lot of it toward the end due to lack of time Was a good knowledgeable instructor nonetheless.
Reviewed by 2013
The content was easy to follow and the instructor was very knowledgeable and was able to teach to the level of the participants.
Reviewed by 2013
I was the only pupil in the class. The instructor could have learned about me (my employer, job description, background in PPT) beforehand, or just asked me -- I told him I don't use PPT on an everyday basis and he assumed I was a beginner and started telling me I should be in the beginner course and scolded me for "not reading course descriptions" before enrolling. I found his assessment to be inaccurate and a bit insulting... just because I don't use PPT every day in my current role doesn't mean I can't insert a text box!
Reviewed by 2013
Donna was an excellent trainer. She took the time to determine each person's needs and desires of why they were attending the course. She was then able to apply training towards each attendees specific needs.
Reviewed by 2013
Course offer introduction to form creation only. It does not go in depth to form filling, distribution and collection.
Reviewed by 2013
This was a very worthwhile course. The instructor, Rob, was a great instructor, and I loved the extra history lessons too. Thanks for a great session!
Reviewed by 2013
Unfortunately, i found too much time spent on obscure applications of Excel. We spent most of the course on Excel, save for couple hours in afternoon. I was anticipating much more time on Outlook, Word and PowerPoint and Excel as a low priority. This may not be the instructor's fault, but a miscommunication when we enrolled.
Reviewed by 2013
There was no afternoon break - we finished shortly after 3 around 3:15 made for a long afternoon.
Reviewed by 2013
Make the print larger in the booklets
Reviewed by 2013
The breaks were way to long and the course material was streched out and thus way more could of been covered in 2 days than what was covered.
Reviewed by 2013
Good course, covered all the basics
Reviewed by 2013
Trainer was great, he was very knowledgable in the topic! The course was great, however I would have liked to complete exercises at the end of each topic as oppose to one big exercise at the end.
Reviewed by 2013
The computers used for the training were slow, and had a tendency to freeze up when trying to open new documents. While there aren't many differences between 2007 and 2010, I had signed up with the understanding 2007 would be taught alongside 2010, but when I got there, I was asked to use 2010.
Reviewed by 2012
Really enjoyed both the instructor and the course. Very professional, practical and efficient.
Reviewed by 2012
The trainer was interesting and answered all our questions! He was very knowlegeable and I would take another seminar with this instructor.
Reviewed by 2012
the hour lunch was too long. two 15min breaks and one 30min lunch would be fine
Reviewed by 2012
I would love to take this course for Level two with same instructor Tina.
Reviewed by 2012
Well run, good pace given that all three versions of Project had to be covered simultaneously.
Reviewed by 2012
Perhaps give option for 1/2 hour lunch as not familiar with area and just passing time during the break.
Reviewed by 2012
I think the intermediate course could be taught in 1 day rather than 2
Reviewed by 2012
The instructor, Katie Geoghan was phenomenal. Her energy and level of expertise were wonderful. This is the best class I have ever attended and I learned so much from it.
Reviewed by 2011
Too much material to cover, did not really learn what I went for. One hour is way too long a break, especially since you can't work on your own, you need the instructor to be present. We went to learn, not eat.
Reviewed by 2011
I was extremley impressed with the Instructor, Katie Geoghegan. Katie was very outgoing and easy to talk to. No questions was a "stupid" question. She went thru the course manual step by step. She made sure that everyone understood what they were doing before we moved on. She was very pleasant thru out the day. I walked out of that cours feeling very confident.
Reviewed by 2011
The course was excellent and the instructor was very helpful and knowledgeable. I am recommending this course to my colleagues.
Reviewed by 2011
I had no previous exposure to Pivot Tables and was a bit apprehensive at the start of the course, however the presenter made it really easy to grasp the concepts and made sure I was learning at the same pace as the rest of the class, which I really appreciated!
Reviewed by 2011
recommend you update the content to Exchange SP1
Reviewed by 2011
Really enjoyed the course and and Katie G the instructor was absolutely fantastic. I would definately take another course with her for excel in the near future.
Reviewed by 2011
Material covered too quickly. No opportunity for exercises.
Reviewed by 2011
I had already filled out an evaluation for this course at the end of the course so I am not sure why I have to do it again???
Reviewed by 2011
Instructor needs to use breath mints. As to the course, it's understood that there was a great deal to cover in two short days. However, I did feel we didn't have enough time to work with individual elements (through exercises) to get a solid personal grasp. It's one thing to listen to someone talk about a procedure. You do not learn until you have a chance to do it. Also, we weren't given a final exercise of designing a simple page to try to bring together all the material presented.
Reviewed by 2011
A lot of information to cover in one day. Maybe 2 days would be better to adsorb info and have more for excerises. The handout was not easy to read as it was very small font and the print was too light/faded (almost like it needed a new toner).
Reviewed by 2011
Great instructor
Reviewed by 2011
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