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Course Description
This course teaches effective techniques for managing and resolving conflicts in the workplace. Participants will learn strategies to de-escalate situations and foster a positive work environment.
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Who Should Attend
Designed for managers, team leaders, HR professionals, and anyone responsible for maintaining a harmonious workplace.
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Minimum Age
The certification is available to learners who are aged 16 and over. ​
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Course Validity
The certification does not expire. It is strongly recommended that the learner attends annual refresher training
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Course learner ratio
Maximum number of students per course - 16
Course Delivery
This is a 1 day in person classroom course. The course is very interactive and participants must be prepared to be involved in the lessons.
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We are also in the process of making this an online course so learners have the choice in the near future.
Course Content
1. **Introduction to Conflict Management**
- Introduction to conflict management: Definition and importance
- Types of conflict: Interpersonal, organizational, and external
- Stages of conflict and escalation patterns
- Common causes and triggers of conflict in the workplace
- The role of personality, culture, and communication in conflicts
- Conflict management styles and approaches (e.g., avoidance, accommodation, compromise)
- The cost of unresolved conflict: Personal and organizational impacts
- Tools and techniques for effective conflict resolution
2.**Understand Conflict and Why Conflict Management Matters**
- Defining conflict: What it is and what it isn’t
- The positive and negative aspects of conflict
- The impact of conflict on productivity, morale, and team dynamics
- The importance of proactive conflict management in organizations
- Understanding the root causes of conflict (e.g., miscommunication, differing values, resource scarcity)
- The consequences of unmanaged conflict: Legal, financial, and reputational risks
- The role of leadership in conflict prevention and resolution
- Case studies illustrating the impact of effective and ineffective conflict management
3.**Develop Situational Awareness, Including Awareness of the Impact Factors That May Affect the Likelihood of Physical Altercations**
- Understanding situational awareness: What it is and why it matters
- Identifying potential conflict triggers in various environments
- The role of context, environment, and external factors in conflict escalation
- Recognizing early warning signs of physical altercations
- Assessing risk factors: High-stress situations, substance use, and mental health considerations
- Strategies for staying calm and alert in potentially volatile situations
- De-escalation techniques to prevent physical conflict
- Case studies and scenarios to practice situational awareness
4.**Emotional Awareness and Self-Regulation**
- The importance of emotional intelligence in conflict management
- Recognizing and understanding your own emotions in conflict situations
- Managing emotional triggers: Techniques for self-regulation and stress management
- Developing empathy and understanding others’ emotional states
- The role of emotions in conflict escalation and resolution
- Techniques for maintaining composure and objectivity during conflicts
- Building resilience and coping strategies for high-pressure situations
- Exercises and role-plays to enhance emotional awareness and self-regulation
5.**Verbal and Non-Verbal Communication and Negotiation Skills**
- The role of communication in conflict: Verbal vs. non-verbal cues
- Active listening: Techniques for truly understanding the other party’s perspective
- Using “I” statements and non-confrontational language
- Body language and its impact on conflict resolution
- The art of negotiation: Strategies for finding mutually beneficial solutions
- Overcoming communication barriers: Cultural differences, language, and assumptions
- Techniques for defusing tense situations through effective communication
- Practicing and refining communication skills through role-playing scenarios
6.**Creating a Low-Conflict Environment**
- Strategies for fostering a positive, collaborative workplace culture
- Encouraging open communication and feedback among team members
- Setting clear expectations and boundaries to prevent misunderstandings
- Recognizing and addressing early signs of conflict before they escalate
- Building trust and respect within teams to reduce conflict likelihood
- Implementing policies and practices that promote fairness and equity
- Training leaders and managers in conflict prevention and resolution techniques
- Continuous improvement: Regular assessments of the workplace environment and culture
7.**Resolving Conflict**
- Step-by-step approaches to resolving conflict effectively
- Identifying the root cause of the conflict: The importance of thorough analysis
- Techniques for facilitating difficult conversations and mediating disputes
- Finding common ground and building consensus among conflicting parties
- The role of compromise and collaboration in conflict resolution
- Documenting and following up on resolution agreements
- Learning from conflicts: How to apply lessons to prevent future issues
- Case studies on successful conflict resolution in various contexts
How will I be assessed?
In this CPD certification course, our focus is on fostering your professional growth and ensuring you gain valuable, practical skills that you can immediately apply in your work. Instead of traditional pass/fail assessments, our approach is designed to support continuous learning and development.
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Throughout the course, you'll engage in various activities such as self-assessments, reflective exercises, role plays, and practical assignments tailored to real-world scenarios. These are intended to help you track your progress, reflect on your learning, and identify areas for further development.
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Feedback will be provided regularly to guide your learning journey, offering insights and recommendations to enhance your understanding and application of the course material. The goal is to empower you to take ownership of your professional development, gaining confidence and competence in your chosen area of expertise.
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By the end of the course, you will have developed a personalised portfolio of work and reflections that demonstrate your progress and commitment to continuing professional development. This portfolio can serve as a valuable resource for your future career advancement.