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Conflict Coaching and Mediation Skills for Managers One Day Interactive Workshop

COURSE INFORMATION BROCHURE


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Talk-it-Out – Conflict Coaching and Mediation Skills for Managers – The RESPECT Model One day interactive programme for up to 12 participants

Course Suitability

Method and Level

The course is suitable for anyone who has leadership

This programme contains practical, tried and tested

responsibility - team leaders, middle and senior man-

skills content, with resolution and facilitation models

agers and specialists like HR, union representatives,

to understand and apply. The programme contains

customer complaints and diversity and inclusion staff

skill-sharing between participants, self awareness

who have responsibility for other people and might

raising activities and skills input and coaching from

encounter difficult conversations. Managers will find

the trainer in a range of conflict situations. Each

this course boosts their communication skills, self

course is customised to your needs.

awareness and confidence.

Tel. 0845 600 8851

www.peopleresolutions.com

information@peopleresolutions.com


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More Information COURSE OUTCOMES Participants on the 1 day Talk it Out workshop will: • Understand why conflict happens and take a constructive approach to it • Be able to reflect on their current responses to conflict • Use conflict coaching skills to get win/win outcomes from conflicts and difficult conversations • Prevent the escalation of workplace conflict into formal grievances and complaints using the RESPECT conflict coaching model • Be able to reduce the cost of conflict • Help repair working relationships and get people back to work • Be more confident with conflict and more able to intervene early and effectively • Resolve conflicts through dialogue by using effective conflict management skills • Understand when mediation is suitable and when it is not • Assist the development of workplace conflict resolution within your organisation

Tel. 0845 600 8851

www.peopleresolutions.com

information@peopleresolutions.com


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Programme Outline CONFLICT RESOLUTION: THE CHALLENGE TO MANAGERS AND LEADERS

A lively scene-setting session, getting people involved, using real-life situations, encouraging discussion and reflection.

PUTTING IT ALL TOGETHER – RESPECT MODEL

practice conflict coaching and resolution skills,

Why does conflict happen? Normalising conflict.

The cost of unresolved conflict. Why managers need to be ready for conflict

Collaborative conflict resolution

Think positively – making conflict work for you

Be self-aware - are you dealing with a ‘shark’ or an ‘ostrich?’ – conflict management styles

Managing colleague who is upset / angry with

• •

Resolving a dispute between two of your team

Show understanding – reflection, genuineness, empathy

team member •

Explore – funnel technique - what’s happening, how’s the person feeling, what do they want?

you Helping someone manage a conflict with another

Rapport build – empathy, listening, non-blaming language, agreeing ground rules

for example:

Problem solve – win/win facilitation, agreeing the issues, encouraging win/win solutions

members.

Scoping conflict and managing conversations effectively – the traffic light approach – is this a green, amber or red conflict?

Empower – overcoming resistance, defusing aggression, building resolution readiness

Close - action planning skills, reality checking, future focusing, creating workable outcomes

The power dashboard – managing and challenging difficult behaviour

Tel. 0845 600 8851

based, using a range of situations to learn and

This is the main section of the workshop - skills

USING THE RESPECT MODEL

Track - making sure it’s working, fall-backs and checking mechanisms.

www.peopleresolutions.com

Conclusion

information@peopleresolutions.com


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Please get in touch for more information

0845 600 8851 www.peopleresolutions.com information@peopleresolutions.com @Peopleres

People Resolutions Course Information- Conflict coaching and mediation skills  

People Resolutions Course Information- Conflict coaching and mediation skills One Day Course

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