Online Conflict Resolution Training Course Content

This live, facilitator-led Conflict to Cooperation training course is delivered to you online at your computer. You still have all the benefits of interacting with our facilitators in real-time, just at your office or home desk. You can ask questions both during the training and afterwards with our free post-course help desk.

This online course helps participants to remain professional while handling difficult conversations in the workplace. Providing a practical and hands on approach, participants will apply a step by step framework for the best possible outcome. Sometimes the hardest part is starting a difficult conversation, and we have got that covered. The course covers handling fears, feedback, conflict styles – what to use when, and much more.

Course Times

• 8:30am to 3:30pm

Introduction

• Welcome
• Objectives

The nature of conflict

• Types and levels and opportunities of conflict
• Early warning signs of workplace conflict
• What makes conversations difficult to you?
• What happens when we put off having a difficult conversation?
• Four types of difficult conversations

Co-operation

• Working with and adapting to communication and behaviour styles
• Values, beliefs, perception, discerning information
• Building rapport

Handling difficult conversations

• STEP 1. Plan
  • Planning template
  • Identify the source of conflict – intent vs impact
  • Identify the type of difficult conversation: Behaviour, performance, authority, sensitive
  • Managing mindset
• STEP 2. Start the conversation
  • Setting the scene with framing
  • Do’s and don’ts
  • Starting phrases
  • Providing feedback with a structure and examples
• STEP 3. Perspective (the other person’s)
  • Types of questions
  • Listening – identifying language filters
• STEP 4. Solution
  • Common goal
  • Problem solving (process and tools)
  • Diffusing tension
• STEP 5. Progress forward: Agreed actions
  • Reaching agreement
  • Staying on track

When someone has a difficult conversation with you

• Staying calm
• Gaining clarity
• Responding appropriately

Additional Toolkit: Building Co-operation (behaviours, tools and techniques)

• Building and demonstrating trust
• Building and demonstrating integrity
• Straight talk and co-operative language
• Challenging perception

• Understand the nature of conflict and take steps to create co-operation
• Impact of conflict and benefits of dealing with difficult situation and conversations
• Apply techniques to handle difficult conversations effectively
• Give and receive feedback constructively
• Identify and adapt to different communication styles
• Demonstrate rapport-building behaviours

This course requires no previous training or experience.

“The best feature was learning about importance of issue vs. importance of relationship” Robyn from DMIRS

“I am walking away more confident and able to see things from all directions” Donna  from Kenwick School

“The best feature of this course was learning the precursors to conflict” Andre from Department of Health

“Filled with tips and methods to improve listening” – Rachel from Hassell

“Was able to ask questions about actual scenarios and then we worked through them as a group” Lisa from WA Country Health Service

“Got the tools and techniques I need to succeed” Jemma from Child and Adolescent Community Health

“The best part of this course was the feedback model and communication skills” Tanya from City of Stirling

“I enjoyed learning how to change your own approach to others and/or difficult situations” Rachel from Fortescue Metals Group

“The best feature was understanding conflict styles” Paul from DMIRS

“Learnt the importance of selecting your words” Mark from Rio Tinto