Introduction Workplaces are full of conflict. Conflict
occurs between team members, between those of different teams
and departments, between management and lower level staff and
between the front-line and the external environment - the client/customer.
This one-day event tackles conflict and provides attendees with
a toolbox of skills for reducing, managing and negotiating conflict.
Who is this course for? The course has been designed to be applicable
to any level of employee within an organization and, in fact,
the more that different levels are represented, the more dynamic
and interesting the explorations and discussions become. That
said, we can customize the course as necessary to be more meaningful
to a particular group. For example, previous clients have been
interested in only training their executives. Armed with an understanding
of what these people do via the initial organizational meeting,
we can ensure that our facilitators cover the most pertinent and
salient issues specific to any group.
Aims & Objectives At the end of the course, delegates will
have a fuller understanding of what conflict is, their conflict
style and conflict management style as well as those of others.
They will be able to effectively prepare for negotiation and use
their communication skills to reduce conflict and misunderstanding
in the workplace. The above is achieved by way of presentations,
written exercises and practical small group exercises facilitated
by experienced organizational psychologists.
Course Length In-house courses may be one full day or two
half-days. When run as a public course, the Managing Conflict
at Work course fills one day.
Course Content A full outline of the course content is provided
overleaf. Participants all receive a detailed course manual/workbook
that enables them to keep a permanent record of the course and
exercises. This is used for follow-up action plans and subsequent
reviews. Furthermore, a pre-course online psychometric assessment
facilitates confidential personal exploration and meaning during
the course.
Course Outline:
• Defining conflict
• Types of conflict
• Open conflict vs. hidden conflict
• Good and bad conflict
• Reasons why conflict occurs
• Stages of conflict
• Conflict Resolution Style Questionnaire
• The role of communication in conflict resolution
• Active listening
• Paraphrasing
• Powerful questions
• Body language
• Seven steps to ironing things out
• The conflict/opportunity test
• Johari windows in conflict
• Aiming for win-win
• Conflict and its resolution
• Action plan for the future
Facilitator Information PsyAsia's Managing Conflict at
Work training course is facilitated by experienced, registered,
multicultural organizational psychologists.
Syllabus Change Note:
Prior to every course that we run, it is our policy to consult
the worldwide literature and practice databases to ensure that
we teach the most up-to-date content. For this reason, our syllabus
is subject to change. However, you can of course rest assured
that we do not bring you a static course, rather a course that
evolves with the Asian and international business and human
resource management environments.
If you would like to consider running this
or any PsyAsia International course at your company for a group
of people, please contact us for a quotation.
PsyAsia International has a history of excellence
in customer care and support. Please feel free to contact us via
any of the following methods for a prompt response.
Useful for both work and
private life
Pres. Director
PT ING Securities
Indonesia
Good for understanding yourself and current
issues LeeTran Cheung
AM, HR
ING Bank
worth attending if the skills and strategies
are put to practice Ong Lily
Head FM Middle Office Asia
ING Bank
An excellent refresher with well conceived
and useful practical work Toh Siew Choo
VP, HR
ING Bank N.V. Singapore Branch
Good balance of theory and practices Choy Mei Kuen
VP Regional Finance
INFG Singapore
Puts the relevant skills into my hands to
apply in ING Daniel Tong
VP Information Protection and Business Continuity Management
ING Bank N.V. Singapore Branch
This course gives me useful tips and insights
into managing conflicts. Joan Lee
Manager
ING Bank N.V.
It is useful, especially for headstrong people
who is bad in managing conflicts. Anonynmous
ING Bank
Interesting subject. Pre-course exercise
was helpful to know myself better. Vice president
ING Bank
The pace and practical exercise is excellent,
especially the role play Anonymous
ING Bank
Course was very useful as it makes you realise
the major causes of conflict at work and the fact that conflict
can be resolved with win-win solution. Anonymous
ING Bank
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