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Conflict Resolution Training
Course Overview
- Duration: Half-day (3.5 hours) or Full-day (7.5 hours).
- Delivery Mode: Either face-to-face or online (Zoom or Teams).
- Ideal For: Managers, Team Members or anyone who wants to achieve more in less time!
Successful conflict resolution involves not only managing the emotions of yourself and others, but also the application of specific skills. To avoid escalation or to de-escalate a situation, CX Training conflict resolution training workshops focus on emotions first, helping you control your responses, mindsets and attitudes. We then teach you how to calm others down by meeting their emotional needs.
Our workshops will develop and improve your emotional intelligence in terms of self-awareness, self-management, empathy and communication. Once you understand both yourself and your colleagues, clients or customers, we will lead you through various strategies. These include using the right language, asking the right questions and giving the right responses to confidently handle the situation and find a solution. CX Training can help your team better understand an individual’s emotional needs and the dynamics of conflict so they can turn a tense situation into a positive experience.
Course Overview
- Duration: Half-day (3.5 hours) or Full-day (7 hours).
- Delivery Mode: Either face-to-face or online (Zoom or Teams).
- Ideal For: Anyone who would like to start a new sales career or fine-tune their current sales skills.
Inquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
CX CONFLICT MANAGEMENT TRAINING: WHAT MAKES US DIFFERENT
Conflict is an inevitable part of human interaction and arises in even the most harmonious workplaces. However, unmanaged conflict can result in performance problems, high absenteeism and high employee turnover, which may be prevented by timely conflict-resolution strategies. Having a culture of transparency, trust and openness is vital to preventing conflicts from getting out of hand.
However, not all organisations experience the same levels or types of conflict. At CX Training, we have knowledge and expertise across a wide range of disciplines. We also don’t do ‘cookie-cutter’, off-the-shelf training. We take the time to understand your organisation and work with you to identify your key obstacles and challenges. We then design a conflict resolution training program around your timings, budget, specific wants, needs and desired outcomes.
We also work on people, facilitate self-awareness, and then focus on skills. Essentially, we challenge hearts and minds to change behaviour. In our workshops, we present content, ideas and concepts, but we also deliver exercises, scenarios and activities that help break down barriers. We also ensure our workshops are conducted in a manner that makes all participants feel confident enough to contribute without fear, criticism or disrespect.
WHY IS CONFLICT MANAGEMENT TRAINING IMPORTANT?
Conflicts can be the biggest disruptors of any organisation’s growth and progress and can be at the individual level, team level or department level. Conflict management training can build awareness about the various forms of conflict and create effective communication when conflict occurs. And it has many benefits.
It can enhance communication skills, as it enables individuals to express their thoughts clearly and listen actively. These skills are essential for building strong relationships. It can improve problem-solving, allowing individuals to approach challenges with a rational and strategic mindset. It can strengthen relationships by reducing misunderstandings and strengthening emotional connections.
It can boost workplace productivity, allowing teams to work cohesively, which can lead to a more efficient and dynamic environment. It can help organisations save time, money, energy and other resources that may be wasted due to delays and unnecessary disputes. It can also help mitigate risk and foster a better perception of the organisation to achieve the desired results.
However, bringing about behavioural change often requires more than just a group training session in conflict resolution. That’s why CX Training offers additional support after the initial workshop/s in the form of webinars, leader support, micro-learning or a follow-up implementation workshop.
CLIENTS WHO HAVE DONE OUR CONFLICT RESOLUTION TRAINING COURSES
We have a wide range of clients ranging from those in the public sector and professional services to NFP organisations and educational institutions.
They include Brisbane City Council, Queensland Parks and Wildlife Service, Bond University, QUT, the Surf Life Saving Foundation, MPN Consulting (engineers), CAAA (accountants) and many more.
CONFLICT MANAGEMENT TRAINING OUTLINE
The team at CX Training are focused on delivering relevant content that meets your organisation’s specific needs. Our conflict resolution training courses include learning about:
Understanding Conflict
- Understanding, identifying and managing the causes and drivers of both customer conflict and team conflict.
- Appreciating the benefits of constructive content.
- Managing your own emotions and mindset to support de-escalation.
De-escalation
- Understanding and controlling your own emotions and mindset.
- Maintaining a customer-centric mindset through conflict.
- Meeting the other person’s emotional needs through conflict.
- Listening and demonstrating empathy.
- Demonstrating accountability and trustworthiness.
- Demonstrating personal resilience.
Assertiveness during conflict
- Understanding assertiveness (versus aggression/passive/passive-aggressive behaviours)
- The benefits of assertiveness during conflict.
- Getting the timing right.
- Assertive behaviours.
- Demonstrating respect through conflict.
- Dealing with abuse, threats and prejudice.
- When and how to protect yourself and end the discussion.
Delivering solutions
- Four alternative conflict resolution strategies (collaboration, accommodating, competing, avoiding).
- Delivering disappointing news or outcomes.
- How and when to apologise.
- Negotiating a win-win solution.
Resolving longer-term conflicts and resentments
- Understanding common causes of workplace conflict.
- Understanding how bias and prejudice develop.
- Being the bigger person.
- Showing respect when you don’t feel it.
- Robust conversations to address workplace tension.
- Alternative strategies to deal with longer-term conflict and tensions.
Managing team conflict as a manager
- Attributes of high-performing teams.
- Identifying and addressing common causes of team conflict.
- Building trust, respect and accountability.
- Mediating between two team members in conflict.
CONFLICT MANAGEMENT COURSE OUTCOMES
After completing our CX conflict resolution training course and receiving your certification, you will be better able to:
- Understand, identify and manage the causes and drivers of both customer conflict and team conflict
- Appreciate the benefits of constructive content
- Manage your own emotions and mindset to support de-escalation
- Build personal resilience to consistent conflict
- Deal with abuse, threats, prejudice and other challenging behaviours
- Meet the emotional needs of others to support de-escalation
- Demonstrate active listening and empathy
- Demonstrate accountability and build trust
- Demonstrate timely assertiveness (and avoid aggressive behaviours)
- Choose between four alternative conflict resolution strategies
- Deliver a ‘no’ or disappointing news successfully
- Negotiate a ‘win-win’ solution
- Use apologies to help resolve conflict
- Address longer-term team conflict and resentments
- As a manager, address the causes of negative team conflict
- As a manager, roster constructive conflict within the team
- As a manager, mediate between two people in conflict
WHO CAN BENEFIT FROM CONFLICT RESOLUTION TRAINING?
Our conflict management training course is ideal for:
- Senior executives
- Team leaders
- Emerging managers
- Client handling team members
- HR managers
- Board or committee members
The course is also valuable for those in a wide range of industries, including financial services, professional services, industrial and blue-collar, call-centres, hospitality, leisure, retail, public sector and more
Inquire About This Course
Please fill out your information below with a short message and a member of your team will be in touch soon.
DELIVERY MODE
CX conflict management training workshops can be delivered either face-to-face or online via Teams or Zoom software. Options include half-day (3.5 hours) or full-day (7-hour) workshops. Longer courses are highly recommended as participants will have access to more content and it allows for more interaction, discussions and exercises that will bring about long-lasting change.
To encourage discussion, our facilitators make every effort to ensure a psychologically safe environment where all participants feel confident to contribute and be challenged without worrying about criticism, fear or disrespect.
WHAT’S INCLUDED WITH OUR CONFLICT MANAGEMENT COURSE?
When you undertake one of our workshops, you will receive a resource-rich PDF workbook for your future reference. We also offer:
- Specific support to managers and leaders.
- Coaching or separate training workshops.
- A debrief for managers/leaders after the workshops.
- Follow-up material, including webinars, leadership coaching, behavioural profiling and micro-learning resources.
OUR FACILITATORS
Giles Watson is the founder of CX Training. He has over 20 years of experience in consultant and professional services. As a speaker and facilitator, he is admired for his engaging delivery and practical, insightful and relevant content. Giles is well qualified and his approach is strategic, with a strong focus on design and value and how content can be delivered in different ways to maximise its impact and uptake.
His qualifications include:
- Certificate IV in Training and Assessment
- MA in Marketing (Distinction)
- MBA (Distinction)
- Member of CSIA (Customer Service Institute of Australia)
- Accredited behavioural profiler – Hogan Assessments
In addition to our principal consultants, we also have a range of talented and passionate industry experts who contribute to our services when needed to deliver optimal results and scalable delivery.
WHAT YOU’LL NEED FOR THE COURSE
If you are doing a virtual course:
- A mobile device or computer
- Internet connection
- A microphone and speakers
- A webcam
If you are doing a course in the office:
- A training room
- Stationery to take notes
We’ll provide:
- A workbook
- A slide presentation
- An amazing facilitator!
FAQS – CONFLICT RESOLUTION TRAINING COURSES
#1 Why is conflict resolution training important?
Conflicts can be the biggest disruptors for any organisation’s progress and growth can be of individual-level, team-level or department-level. Conflict management training can build awareness about the various forms of conflict and create effective communication when conflict occurs.
#2 Do I need to be a manager to attend this conflict management training course?
No. It’s not just managers who deal with conflict in the workplace. This course is suitable for anyone who may deal with conflict or is required to have difficult conversations in the workplace, whether it’s with individuals, groups or stakeholders
#3 Do conflict resolution training courses cover what questions to ask when trying to manage and resolve conflict?
Yes, this course delves into effective communication skills and styles when dealing with workplace conflict or difficult behaviours. Participants will learn what questions to ask and how to ask them to help manage and resolve conflict.
#4 How many people can be on each course?
There is no limit on the number of people that can attend our courses. However, for optimal engagement and to allow us to deliver some individual coaching, we recommend a maximum of 15 people.
#5 Do you only deliver workshops face-to-face?
No. CX Training aims to deliver tailored solutions that meet your business needs, whether that’s online, face-to-face or a combination of the two.
#6 How long are your time management workshops?
We can tailor a workshop to meet your specific requirements, but we recommend a workshop of between a half-day and a full day (3.5 to 7.5 hours). The longer sessions not only give us a chance to introduce some more content but allow for more discussions, interaction, exercises and personal challenges that drive long-lasting behavioural change.
#6 How long are your time management workshops?
No. CX Training aims to deliver tailored solutions that meet your business needs, whether that’s online, face-to-face or a combination of the two.
#7 Can I use the course materials internally after initial development?
Yes, CX Training will provide you with slides, the workbook and a licence to use the materials within the internal client workshop.
#8 What other support does CX Training offer?
We offer specific support to leaders and managers for the internal performance management of desired behavioural change. We can provide coaching or separate training workshops as required. We also offer follow-up webinars, behavioural profiling, micro-learning resources and leadership coaching.