Conflict Resolution
9:30am - 4:30pm | 15th November 2023
Central London, UK
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This course will help you understand the nature of conflict; triggers to conflict, different motivation and communication styles and show you how to implement strategies that address and resolve conflict.
Course Description
Conflict is often avoided at all costs, but it can be a good thing. By challenging each other in a safe, collaborative space, we can reach the best ideas and outcomes. However, unresolved conflict can cause problems within teams and lead to communication issues and lost productivity. To improve effectiveness and create happier places to work, skills for managing and resolving conflict are key.
This course will help you understand the nature of conflict; triggers to conflict, different motivation and communication styles and show you how to implement strategies that address and resolve conflict. Utilising behavioural and neuroscience and introducing skills from self-awareness, Emotional Intelligence and Neuro-Linguistic Programming, this course will combine theory, discussion, interactive exercises and role-plays.
Learning Outcomes
1
Know why and how conflicts can develop
2
Understand your own and others’ communication styles
3
Utilise NLP techniques to better understand others’ points of view
4
Communicate assertively without being aggressive
5
Implement strategies and techniques to defuse conflict and arrive at mutually beneficial outcomes
6
Resolve conflict with customers, colleagues and teams
Who should attend?
This course is suitable for leaders who want to better manage their teams, and frontline staff who regularly deal with difficult customer situations. It is ideal for those who work in environments where there are a variety of different communication styles present, and conflicting views and ideas surface often.
Course Content
- What is conflict?
- Types of conflict
- Common sources and levels of conflict
- Triggers and motivations to conflict
- Explore the belief/behaviour cycle that underpins conflict
- Communication ‘types’
- Self-awareness
- Emotional management
- Rapport building
- Listening skills
- Reframing techniques
- Critically assessing conflict and the power of perception
- Challenge without being challenging
- The difference between assertion and aggression
- Dealing with aggressive and negative behaviour
- Circles of Influence and Concern
- Working towards a win-win outcome
- Techniques and tactics for managing conflict
Facilitator
Dale Smith
Creative Director, Bridge
Dale Smith is passionate about people and brand.
Canadian born, Dale is well-versed in Emotional Intelligence and neuro-science and leads the development of new theories and programmes on behalf of Bridge, which he established in 2005. He is a master practitioner of NLP with degrees in Psychology/Sociology and Business Marketing. Having lived in the UK for many years, he is an accomplished international speaker and facilitator, and has presented at several industry conferences and events.
Like all Bridge representatives, Dale injects humour and thought-provoking insight into every presentation and connects to his audience through storytelling and with charisma. His infectious, enthusiastic style on topics such as branding, employee engagement and customer experience truly reflects his desire to ensure that we build happier places to work and customer service communities within organisations.
At the heart of everything that Dale conveys is his concept, The LivingBrand®, a unique methodology on connecting employees to the brands they represent, and in doing so delivering a branded customer experience.