Ajuda Training, Courses in South Wales

Tel: 029 2057 6883

Conflict Management

This course aims to equip candidates with the skills necessary when anticipating, dealing and defusing difficult situations.

Course Objectives & Learning Outcomes

This course has been designed for anyone who may come across a difficult situation in the workplace or who are dealing with customers on a day to day basis.

At the end of the course students will be able to:

  • Definitions in Conflict Management – Terminologies
  • Acceptable & Unacceptable Behaviour
  • 5 Styles in Conflict Situations
  • Dealing with Conflict
  • Conflict Intervention
  • Sources of Conflict
  • Communication – Body Language/Recognising Emotion
  • 6 Steps to Conflict Resolution
  • Mediation
  • Examples – Source, Conflict & Resolution