CBP™ Professional Conflict Management
- Duration: 2 Days
- Language: Arabic & English
Courses Description
The CBP Business Improvement Series-Conflict Management course will increase your knowledge and ability to:
Understand the two basic types of conflict and reasons as they occur and recognize the four typical approaches to conflict. Implement the basic steps of conflict resolution, practice communication skills to minimize and even prevent conflict. Employ strategies for responding to challenging people such as; dealing with an extremely angry person or someone who will not acknowledge the conflict. Be able to handle specific situations including dealing with your boss, client, or another department.
Target Audience
This course is recommended for human resources personnel, business leaders, senior executives, managers, supervisors, and front-line employees.
Objectives
At the end of this program, you will be able to know:
- Separate the causes of the conflict
- Explain the types of conflict
- Analyze conflict conditions in order to defuse it
- Act professionally with all styles of clients, colleagues and managers
Assessment Strategy
Pre and Post training test to measure knowledge and learning levels.
Engage trainees in exercises and group activities.
Evaluation form to be filled by trainees.
Module 1: Understanding Conflict
- Objectives
- Introduction
- Reasons for conflict
- Two types of conflict
- Rational versus emotional orientation
- Detached engagement
Module 2: The Basic Steps of Conflict Resolution
- Objectives
- Four typical approaches to conflict
- The ABCD’s of conflict resolution
- Getting buy-in
- Consensus
- Do it
Module 3: Listening Skills
- Objectives
- How to listen effectively
- Obstacles to listening
- Asking questions
- Assess your listening skills
- Listening practice
Module 4: Communication Skills That Support Conflict Resolution
- Objectives
- Establish credibility and trust
- Communicating feelings
- Confrontational language
- The escalation process
- Positive language
Module 5: Handling Challenging Personalities
- Objectives
- Conflict denial
- Uncooperative person
- Angry hothead
- Confronting when intimidated
- Dealing with defeat
- Challenging personality practice
Module 6: Handling Specific Situations
- Objectives
- Dealing with your boss or upper management
- Dealing with a co-worker or peer
- Dealing with team conflict
- Dealing with an employee you supervise
- Dealing with a customer or client
- Case studies
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