Conflict Resolution Training: Understanding the Roots


Course Delivery

Live Instructor-Led Training

Course Description

In our lifetime, most of us have to deal with an angry client, a passive-aggressive co-worker or a bullying boss at one time or another. Your ability to navigate that situation and exit gracefully from that difficult situation depends in large part on your self-confidence, skills and training. The course Making it Work for Everyone (Conflict Resolution Training) teaches you how to resolve problems & manage conflict while keeping your cool.

Course Dates and Pricing


Jan 27 - 27, 2025$850.00Feb 24 - 24, 2025$850.00Mar 24 - 24, 2025$850.00Apr 28 - 28, 2025$850.00May 26 - 26, 2025$850.00Jun 23 - 23, 2025$850.00Jul 28 - 28, 2025$850.00

Course Outline

Managing the Other Stuff

Common Mistakes in Dealing with Conflict
Creating a Positive Physical Environment
Identifying the Mood of the Situation
The Art of Communication
Power Struggles
Stimulating Creativity

Personality Types and Preferences

The Anatomy of the Brain
The Human Brain: From Left to Right
The Human Brain and Emotion
Understanding your own Personal Brain Dominance
Working with what you have: Personality Types
Personality Styles and Types
Identifying Areas for Improvement

Managing Yourself

Challenges in Multicultural and Multilingual Environments
Don’t Break: Managing Stress
You’re on the Clock: Managing Time
Work-Life Balance

Managing Difficult People: The Classic Types

Conflict Fundamentals
Categories of Conflict
Difficult Behaviours in Communication
Managing Anger
Coping with Difficult Behaviours
Calming Upset Customers
Concrete Techniques for Defusing Verbal Attacks
Scenarios

Putting Skills in Action

Be Prepared
Manage the Environment
Manage Your Emotions
Manage the Scope and the Rules : Set Limits
Handling Difficult Questions
Build Consensus

Course Locations

  • Ottawa

  • Montreal

  • Toronto

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