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At the conclusion of this program, you'll understand the factors that contribute to workplace conflict. You'll know how to evaluate situations to determine how serious they are or might become, & the procedure for conflict resolution & sources....

Course Outline
Have you ever been in a conflict that you wished you could have handled better? We have all experienced the stress that comes from having unresolved conflicts with our co-workers.

Conflicts that are ignored or resolved badly don't go away – they cause people to feel resentful and to avoid each other. The effects on an organization are a loss of productivity, absenteeism and high turnover.
Conflict comes about from differences – in needs, values and motivations. Sometimes it is through these differences that we complement each other, but sometimes these differences result in conflict. Conflict is not a problem in itself – it is what we do with it that counts.

It is important that we do something because whether we like it or not, conflicts demand our energy. In fact, an unresolved conflict can call on tremendous amounts of our attention. We all know how exhausting an unresolved conflict can be. It is not always easy to fix the problem but a great energy boost can come when we do. This program teaches you the techniques for proper conflict resolution that will leave you feeling satisfied and content.

Program Objectives
This program is designed to teach you how to:
• Reduce the time you spend refereeing disagreements and conflicts between team members, freeing up time for productive work
• Confront and resolve problems and conflicts in a way where everyone feels heard
• Create more openness by ensuring everyone feels more comfortable bringing up their issues and working out their differences
• Increase your flexibility to help you better manage change

Highlights You Will Learn
• How to recognize the root causes of all forms of conflict
• Defining characteristics of conflicts in general
• Different styles for dealing with conflict, and which works best with you
• The importance of interpersonal behaviours when dealing with conflict
• Various tactics for dealing with conflict and when each is most appropriate
• How different types of behaviours can impact on conflict situations
• The Four stages in facilitating confrontation and reconciliation
• The psychology of effective communication

Module 1.0 - Causes of Conflict
• Where does conflict come from?
• Dealing with conflict
• Discussing workplace conflicts
• Identifying the source of conflicts
• Identifying types of workplace conflicts
• Distinguishing between conflict resolution and conflict management

Module 2.0 - Overcoming the Most Common Reasons of Conflict
• Creating the proper workplace climate
• Establish appropriate rules of discipline
• Dealing with personal problems brought to work
• Overcome resistance to change
• Dealing with age and cultural differences
• Handling “Know-it-Alls” and other problem behaviours

Module 3.0 - Communication
• Recognizing the importance of clear communication
• Communication styles & understanding different personalities
• Identifying barriers to effective communication
• Interpreting nonverbal communication
• Improving your communication skills
• Communicating with difficult employees

Module 4.0 - Your Role in Managing Conflict
• Creating a performance turn-around plan
• Mediating conflict between employees
• Dealing with employees who won't change
• Safe guidelines for documenting problems
• 5 steps of disciplinary action
• Developing a coping strategy to live with problems

Module 5.0 - Resolving Conflicts
• Styles of conflict resolution
• The process of conflict resolution
• Assessing a conflict
• Determining the source of a conflict
• Determining SWOT
• Selecting a course of action
• Resolving team conflicts
• Identifying steps to resolve a team conflict
• Encouraging effective teamwork
• Maintaining dialogue between parties
• Viewing conflicts objectively

Module 6.0 - Prevent Conflict Proactively
• Establish confidence and trust with our employees
• Spot potential conflict warning signals early
• Recognize the early signs of attitude or burn out problems
• Create employee attitude tune-up plans
• Involving a third party
• Identifying your options

Prerequisites & Certificates

Certificates offered

Certificate of completion

Cancellation Policy
Any cancellations received more than 2 weeks prior to event will be refunded in full minus $100.00 administration fee). Cancellations made 1-2 weeks prior to event, will receive 50% refund. Less than 1 week prior to program start, no refund. Replacements are welcome. Note: CSPN has the right to cancel or reschedule its venues due to unforeseen circumstances. If a workshop cancellation occurs, CSPN will refund in full any payments that have been made for that event.
Map & Reviews
Customer Service Professionals Network (CSPN)
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Here are some reviews of the training vendor.
The Instructor involved the entire group through the day. This made the course much more interesting and enjoyable being able to participate regularly. He also added a lot of humour.
Reviewed by 2013
the course was excellent, a good refreshmnet course of hwat is important in customer service. The training provider was excellent and she know how to present the material properly in order for the students to understand.
Reviewed by 2011

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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