Conflict Resolution training
'Resolving conflict with difficult people.'
Brainpower Training works inside companies and organisations with groups of their staff, usually in a Facilitator-led two-day workshop of around 10-12 people at a time. We'll develop your guiding team to become better change champions and understand the psychology of leading change and overcoming resistance.
Program Content
- Be aware of emotional Intelligence and the business connection
- Establish rapport with clients and co-workers in a diverse workplace
- Interpret body language clues and read people better matching and mirroring body language, voice and choice of words to customers’ style
- Brainstorm alternative options to reach a win/win solution
- Understand the dynamics of negotiation Improve teamwork by understanding self, understanding others
- Strategies for communicating with different styles VAK - visual, auditory, kinaesthetic styles of thinking
- Active listening
- Assertive vs. aggressive behaviour
- Eliminate ‘red flag’ words by using language that moves the conversation forward instead of derailing it
Conflict Resolution Outcomes
On completion of the program participants will be able to:
- Apply techniques for successful conflict resolution, participating in practice scenarios
- Respond to stressful interactions through disassociation
- Be responsive to customer and fellow worker needs
- Understand that HOW you communicate affects the outcome of the interaction
- Develop an action plan to improve conflict resolution
- Demonstrate the use of successful concession making
- Create a positive reputation for their department / organisation
- Recognise the style of clients and gain immediate rapport
- Read people according proven personality profiles and styles
- Become more flexible dealing with customers
Understand our quality process for customising
Brainpower training has a unique way of tailoring our programs to your people and the situations they face.1. Diagnostic Conversation TM
We can have a structured conversation over the phone about your training needs, asking you some questions that are usually easy to answer.
There's no obligation, but if you do decide to go ahead, we can forward this info to our Facilitator as your 'brief', describing your specific learning and business-related outcomes.
This process is useful to do even before you decide which training provider to move forward with. During this discussion you can judge if our course content matches what you are looking for and whether we are the right cultural fit for your organisation.
Once your course is confirmed, we send our ‘Scenarios' e-mail for you to forward to your people requesting them to send in short situations or dilemmas they may experience in the workplace relevant to the topic.
Alternatively, you can simply come up with 5 or 6 that are representative.
3. Pre-call
In addition, our experienced and qualified Facilitator will contact you by phone prior to the workshop to confirm logistics and what you'd like emphasised or focused on.
What do people say about our Conflict Resolution workshop?
‘Highly interactive. Good group discussions.’
Brian Mao, Mailroom Assistant, Airport Link
‘I learned how to handle the difficult people and I've learned about myself as well.'
Elvira Leutenio, Customer Service, Airport Link