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Provided by: Arcadia Alive Ltd Conflict Management SkillsCrisis Communications |
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Training
Provided by Arcadia Alive Ltd
This conflict management course benefits individuals and teams who have to deal with conflict and difficult people in their workplace. The course is modularised to adapt to the needs of participants who may be dealing with conflict from either external customers, internal customers or within their team.
It is a highly practical course and participants learn through a range of training approaches including short demonstrations, skills practice, reflection and discussion. PowerPoint is used minimally!
Recent participants included: Security Guards, Care Workers, Nursing Professionals, Retail Assistants, Reception Staff, School Wardens, Car Park Inspectors and Attendants, Theatre and Door Staff.
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Conflict Management Skills
What is conflict?
It is necessary to arrive at a personal working definition of conflict and what level of conflict is acceptable - some conflict can be helpful at times to stimulate development and creativity. It is useful to define exactly what constitutes conflict or unhelpful behaviour in order to know if the situation needs addressing.
Types, causes and symptoms of conflict
Participants focus on what causes conflict within their work situation and what symptoms to look out for on a day-to-day basis. Included in this session is a review of policies and procedures around how conflict is managed within each participant's workplace.
Can conflict ever be good?
As conflict can sometimes be inevitable, it is necessary to be aware of the options for managing and minimising that conflict. If handled effectively some types of conflict can be channelled to achieve positive outcomes.
Personal preferences for dealing with conflict
Each of us has a 'fall-back', habitual method in the way we deal with conflict. Participants have an opportunity to assess their own style and its effectiveness.
The use of power in conflict
The use and perception of power can be a major source of conflict. It's crucial to understand how people use power in conflict situations to influence the outcome.
CONFLICT MANAGEMENT STRATEGIES- choice of 3 or 4 modules depending on the audience:
Assertiveness skills
One of the characteristics of someone who is healthily assertive is that they are not afraid to express their opinions and views - and can do it in a way that allows the other party to 'save face'. Attendees on the course practice the key skills of assertiveness, including how to value yourself, say no, use supportive body language, and retract a 'yes' if necessary...
Negotiation skills
This module covers the ethics of negotiation and the principles of 'fighting fair'. Attendees are given ample time to practice in order to begin the process of mastering these techniques, which can make a world of a difference to their relationships with difficult employees, co-workers or even customers.
Advanced listening skills
If you have ever attended a communication course you would have covered listening skills, but not like this This is about hearing and listening at a different level, and meeting basic human needs. The more these needs are met, the less conflict you will have. Try it
Dealing with difficult people
Dealing with difficult people means dealing with difficult behaviour. Participants practise how to remain composed and in control of their responses. Control is power and when you are in control of your emotions and feelings, you are in a position to respond positively to others - and not get 'hooked' in the conflict.
Spotting danger signs
More often than not, a violent incident or outburst could have been predicted if one had been aware of the escalating events that lead to it. In this module participants learn to recognise when a person is getting agitated and how to handle potential triggers.
Recording incidents or 'near misses'
It is vital, particularly if dealing with high levels of conflict, to record incidents and near misses. Effective recording of incidents can lead to avoidance of risk in the future.
Breakaway techniques
Participants get the opportunity to practise simple, safe and effective techniques that could allow them to break free and escape from an aggressor.
Pulling everything together
Participants review the skills covered during the day. They also have an opportunity to reflect on how these skills could now be sharpened and maintained. They leave with their own scheduled plan focused on implementing the conflict management skills learned.
Who actually runs the training course?
The subject matter of 'Conflict Management Skills' can involve emotions and frustrations (why else would you need the course ). Therefore this course is run by a senior facilitator experienced in working with people in challenging circumstances.
It is necessary to arrive at a personal working definition of conflict and what level of conflict is acceptable - some conflict can be helpful at times to stimulate development and creativity. It is useful to define exactly what constitutes conflict or unhelpful behaviour in order to know if the situation needs addressing.
Types, causes and symptoms of conflict
Participants focus on what causes conflict within their work situation and what symptoms to look out for on a day-to-day basis. Included in this session is a review of policies and procedures around how conflict is managed within each participant's workplace.
Can conflict ever be good?
As conflict can sometimes be inevitable, it is necessary to be aware of the options for managing and minimising that conflict. If handled effectively some types of conflict can be channelled to achieve positive outcomes.
Personal preferences for dealing with conflict
Each of us has a 'fall-back', habitual method in the way we deal with conflict. Participants have an opportunity to assess their own style and its effectiveness.
The use of power in conflict
The use and perception of power can be a major source of conflict. It's crucial to understand how people use power in conflict situations to influence the outcome.
CONFLICT MANAGEMENT STRATEGIES- choice of 3 or 4 modules depending on the audience:
Assertiveness skills
One of the characteristics of someone who is healthily assertive is that they are not afraid to express their opinions and views - and can do it in a way that allows the other party to 'save face'. Attendees on the course practice the key skills of assertiveness, including how to value yourself, say no, use supportive body language, and retract a 'yes' if necessary...
Negotiation skills
This module covers the ethics of negotiation and the principles of 'fighting fair'. Attendees are given ample time to practice in order to begin the process of mastering these techniques, which can make a world of a difference to their relationships with difficult employees, co-workers or even customers.
Advanced listening skills
If you have ever attended a communication course you would have covered listening skills, but not like this This is about hearing and listening at a different level, and meeting basic human needs. The more these needs are met, the less conflict you will have. Try it
Dealing with difficult people
Dealing with difficult people means dealing with difficult behaviour. Participants practise how to remain composed and in control of their responses. Control is power and when you are in control of your emotions and feelings, you are in a position to respond positively to others - and not get 'hooked' in the conflict.
Spotting danger signs
More often than not, a violent incident or outburst could have been predicted if one had been aware of the escalating events that lead to it. In this module participants learn to recognise when a person is getting agitated and how to handle potential triggers.
Recording incidents or 'near misses'
It is vital, particularly if dealing with high levels of conflict, to record incidents and near misses. Effective recording of incidents can lead to avoidance of risk in the future.
Breakaway techniques
Participants get the opportunity to practise simple, safe and effective techniques that could allow them to break free and escape from an aggressor.
Pulling everything together
Participants review the skills covered during the day. They also have an opportunity to reflect on how these skills could now be sharpened and maintained. They leave with their own scheduled plan focused on implementing the conflict management skills learned.
Who actually runs the training course?
The subject matter of 'Conflict Management Skills' can involve emotions and frustrations (why else would you need the course ). Therefore this course is run by a senior facilitator experienced in working with people in challenging circumstances.
About The Training Provider: Arcadia Alive Ltd
Arcadia Alive Ltd - We provide UK-wide in-house courses for conflict prevention, management and de-escalation in the workplace, including:
- Conflict Management Skills
- Personal Safety
- Lone Worker Safety
- Handling Conflict on the Phone.
We will travel to any place in the UK and our daily rates are affordable and all-inclusive. Please enquire with us for a price quotation.
