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Our instructor did a truly excellent job of conveying the material. Our students were already familiar with the technology and moved through the material quickly. I was especially impressed with the ability of the instructor to go "off course" and provide extra material on-the-fly at our request. They did an amazing job. Very friendly, very knowledgeable with excellent teaching skills.
Comment from OSFI

1. Title

  • Conflict Resolution for the Modern Workplace: Making it Work for Everyone (SCONF, 1 days)
    View PDF

2. Course Pre-requisites

  • Previous Experience in a Business Environment

3. Target Audience

  • Business Professionals who want to improve their conflict resolution skills

4. Dates and Pricing

2 People for Guaranteed Live or Virtual Delivery $650.00 per person

5. Outline

Module 1: Managing the Other Stuff

Topic 1: Common Mistakes in Dealing with Conflict

Topic 2: Creating a Positive Physical Environment

Topic 3: Identifying the Mood of the Situation

Topic 4: The Art of Communication

Topic 5: Power Struggles

Topic 6: Stimulating Creativity

Module 2: Personality Types and Preferences

Topic 1: The Anatomy of the Brain

Topic 2: The Human Brain: From Left to Right

Topic 3: The Human Brain and Emotion

Topic 4: Understanding your own Personal Brain Dominance

Topic 5: Working with what you have: Personality Types

Topic 6: Personality Styles and Types

Topic 7: Identifying Areas for Improvement

Module 3: Managing Yourself

Topic 1: Challenges in Multicultural and Multilingual Environments

Topic 2: Don’t Break: Managing Stress

Topic 3: You’re on the Clock: Managing Time

Topic 4: Work-Life Balance

Module 4: Managing Difficult People: The Classic Types

Topic 1: Conflict Fundamentals

Topic 2: Categories of Conflict

Topic 3: Difficult Behaviours in Communication

Topic 4: Managing Anger

Topic 5: Coping with Difficult Behaviours

Topic 6: Calming Upset Customers

Topic 7: Concrete Techniques for Defusing Verbal Attacks

Topic 8: Scenarios

Module 5: Putting Skills in Action

Topic 1: Be Prepared

Topic 2: Manage the Environment

Topic 3: Manage Your Emotions

Topic 4: Manage the Scope and the Rules : Set Limits

Topic 5: Handling Difficult Questions

Topic 6: Build Consensus

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