Conflict and communication
The course makes an informative session that all staff will be able to benefit from. It is aimed at all staff that may encounter conflict and/or seek to develop their communication skills within the workplace. This course is ideal for new or existing employees.
It is a 6-hour instructor led classroom course delivered in your workplace to meet your requirements. This session includes an introduction to communication and how despite having access to the same information/data, we can all see the same thing very differently.
Outline and content
- How we see things
- What is conflict?
- Conflict at work
- Common causes of conflict
- Understanding human behaviour
- Models of human behaviour
- Ways to deal with conflict
- Conflict mode study
- Strategies to overcome conflict
- Barriers to resolution
- Customer service
- Customer service experiences
- Challenging customer behaviours
- DASH strategy
- Angry customers
- Dissatisfied customers
- Rude customers
- Positive customer interactions
- Conflict resolution via communication
- Why is communication important
- What makes good communication
- How we perceive communication
- Barriers to effective communication
- Communication activity
- Active listening
- Developing good listening skills
- Asking questions
- Empathy
- Body language
- Telephone key skills
- Personal safety
- Lone working
- Going forward
Learning outcomes
By the end of this session delegates will have a greater understanding of what conflict is, the common causes, communication barriers and strategies to overcome conflict and resolution skills.
Prerequisites
None.
Course length
1 day.
Recommended numbers
8 to 12 people.
Assessment
No formal assessment.
Certification
International Workplace certificate of attendance.