Byron Employment

Byron Employment. Over 161,138 Jobs Australia Wide.

Delivery Method

  • Classroom
  • Price: $450.00

Course Overview

Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow. This course will help you to understand how conflict can be positive and will introduce you to tools and techniques that will assist you to effectively deal with conflict situations.

Duration

1 day

Delivery

Classroom

Schedules

  • Public Schedule - Adelaide, Brisbane, Canberra, Melbourne, Perth and Parramatta
  • Group Bookings - All States and Territories of Australia

Learning Outcomes

Upon course completion, participants will be able to:

  • Identify causes of conflict
  • Describe how diversity and differences can be harnessed
  • Demonstrate strategies that avoid escalation of conflict
  • Demonstrate techniques to show empathy and rapport
  • Problem solve quickly and effectively
  • Handle customer complaints appropriately
  • Negotiate a successful outcome

Course Outline

What is conflict?

  • Causes of conflict
  • Why people can seem difficult
  • Differences, diversity and opportunity

Diagnostic clinic
Communication skills for conflict resolution

  • Active listening
  • Effective questioning
  • Rapport building
  • 3 perspectives
  • Saying ‘No’
  • Assertive behaviour
  • Effective promising

Win-win negotiating

  • 10 tips for negotiating
  • Aligning conflicting or competing outcomes
  • Effective behaviour for successful negotiating

Handling customer complaints

  • Turn complaint into compliment
  • Establishing the issue
  • Determining a course of action
  • Following up

Managing stress

  • Identifying signs of stress
  • Keeping your cool

Venting appropriately
Planning into action

A training methodology that works

As well as the standard learning principles of applied adult learning and effective reinforcement through workshop based activity, Drake Training incorporates its own methodology which has been derived from over 23 years of professional development and executive training. The STAR methodology is applied to every Drake Training course; it commences with the identification of existing knowledge, moves on to building skills and techniques and is completed by relating learning to the workplace and committing to behavioural change.

Lunch

All Drake Publicly Scheduled Courses provide lunch to students

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BOOK THIS COURSE NOW!
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