Conflict Coaching and Mediation Skills for Managers One Day Interactive Workshop
COURSE INFORMATION BROCHURE
Talk-it-Out â€“ Conflict Coaching and Mediation Skills for Managers â€“ The RESPECT Model One day interactive programme for up to 12 participants
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
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
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
Problem solve – win/win facilitation, agreeing the issues, encouraging win/win solutions
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.
Please get in touch for more information
0845 600 8851 www.peopleresolutions.com firstname.lastname@example.org @Peopleres
People Resolutions Course Information- Conflict coaching and mediation skills One Day Course