Conflict Management and Difficult Behaviours

Course Duration: 1 Day
Course Time: 9.30am – 3.30pm
Course Fee: $500 (ex GST) | Payment via credit card or invoice
Locations: Melbourne | Sydney | Brisbane | Online | In-house
Facilitator Christine Wilson - Facilitator

Overview

We all know how damaging unresolved workplace conflict between individuals and groups can be.

Similarly, allowing one or more team members to exhibit challenging or unacceptable behaviour will reduce morale, productivity and weaken team culture.

Leaving these problems unchecked isn’t an option!

Fortunately, this one-day course will provide you with insights into why conflict and unacceptable behaviour occurs. Just as importantly, you will be provided with a ‘toolkit’ of practical ideas, tips and techniques that will help you resolve the problem quickly and effectively.

Topics Covered

The causes of workplace conflict

Managing conflict between yourself and another

Practical and proven conflict resolution techniques

How to effectively deal with challenging clients or customers

How to set behavioural standards and expectations

Proven techniques to help you manage difficult behaviours

Managing conflict between individuals or groups

How to identify your conflict management 'style'

Understanding why people display 'challenging' behaviours

How to manage their emotions ... and yours

How emotional intelligence techniques will help

Who's it for?

Senior executives

Team leaders and emerging managers

Client handling team members

Human resources managers

Board or committee members

Anyone who wants to understand how to resolve conflict and manage difficult behaviours

Outcomes

A clear understanding of the nature and causes of workplace conflict and difficult behaviours

A deep insight into your conflict management style and how to adjust it

Practical skills in managing and resolving conflict and difficult behaviours

Coping strategies for dealing with difficult people and situations

In-house Courses

If you prefer, we can conduct any of courses specifically for your staff at your premises. This may prove to be cost-effective and, of course, we can tailor our programs to meet the specific requirements of your organisation and participants. You can read more here

Facilitator

Christine Wilson – Facilitator

Christine Wilson has been working in the area of adult learning and development for over 20 years. She has worked across the community, university, government, private sectors; and with audiences spanning frontline staff to executive leadership teams. She has a deep passion for enabling thriving workplaces by providing people with a better understanding of their strengths and current limitations. Her workshops are highly interactive and help people break through obstacles for superior professional performance. Chris has a Bachelor of Education and accreditation in MBTI, Genos Emotional Intelligence Inventory and Human Synergistics Life Styles Inventory.

Wendy Jocum – Facilitator

Wendy is an experienced coach and facilitator, helping teams and individuals to deal with differences and conflicts that occur both in the workplace and in their personal lives. Wendy is well-known for her engaging workshops that include useful strategies for creating positive outcomes with both stakeholders (internal or external) and personal relationships. Wendy provides practical tools and skills which help to influence assertiveness positively, listening, expectation management, negotiating, and co-operating, which lead to beneficial outcomes. Wendy’s impressive accreditation allows her to assist people and teams with communicating, influencing, conflict, and leadership styles.

Pat Stanley – Facilitator

For over 17 years, Pat has worked as a national training facilitator bringing over 30 years of diverse experience, expertise, knowledge, and insights. Her studies in psychology, human behaviour, mediation, and leadership have underpinned her success. She is passionate about passing on her knowledge to others.

Her experience has included working with people and teams in the not-for-profit, commercial and public sectors throughout Australia and beyond. Pat is widely acknowledged as a passionate facilitator who always delivers informative, interesting, enjoyable, and relatable courses.

FAQ's

Will this course help me manage and resolve all workplace conflicts, even conflicts between others?

Yes, you’ll be provided with best practice strategies and techniques to build your confidence and know how to manage and resolve conflicts among individuals and within teams effectively.

Does this course provide an understanding of having difficult discussions and how to give feedback?

Yes, this course provides you with an understanding of all critical elements of constructive discussions and how to deliver ‘non-explosive’ feedback. You will also learn how to have difficult conversations with co-workers or clients.

What is the difference between an Online Conflict Resolution course and in-person training?

Our online Conflict Management and Resolution training is a condensed version of the one-day Conflict Course. It’s still engaging and interactive with group activities, it’s just shorter, and you don’t have to leave your space.

What resources or materials are provided to participants completing the conflict management course?

Participants are provided with a range of conflict management course resources, including a conflict management style assessment, presentation notes, further learning ideas and much more!

Do I need to be a manager to attend this conflict management and difficult behaviours course?

Not just managers deal with conflict, that’s why our conflict management course is suitable for anyone who is required to deal with conflict or have difficult conversations in the workplace, whether between individuals, groups or stakeholders.

Does the conflict management course give insights into some of the causes of workplace conflict and difficult behaviours?

Will this conflict resolution course cover what questions to ask when trying to manage and resolve conflict?

Yes, this course delves into effective communication skills and styles when dealing with workplace conflict or difficult behaviours. Participants will learn what questions to ask and how to ask them to help manage and resolve conflict.

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54 %

of attendees rated their course experience 5/5

5/5

“Fantastic! Really helpful … introduced me to new concepts that I have not heard of before. I think it will be helpful in helping me plan my next conflict situation.”
Kirsten Gault, Genea