Course Outline
Download Full Course Outline (PDF)Who should Attend?
This course is suited to all staff who want to strengthen their conflict resolution skills. Participation will assist participants develop practical skills to help identify the needs of customers and strategies to achieve these needs.
This course also reviews the challenges that may arise from client conflict but external and internal.
Learning Outcomes
- Improved conflict management skills
- Understanding resolution process
- Skills to manage conflict situations
- Using the right tone and body language to alleviate conflict challenges
- Improved negotiation techniques
- Achieving agreeable solutions
Short Course details
| Short Course Topics | |
|---|---|
| Conflict management styles | |
| The 5 communication styles (Thomas Kilmann) | |
| Resolution process | |
| Working on the issue | |
| Anger management | |
| Gaining control | |
| Dealing with angry people | |
| Managing your environment | |
| Interview strategies | |
| on and nuisance complaints | |
| Delivery | |
| Our instructor-led training course provides participants with an interactive session including group discussions, case study reviews and Question and Answer sessions. Our trainers can customise or tailor the course to your specifications or needs and deliver in-house providing you with a cost-effective and efficient training session. | |
| Duration & location | |
| Our standard structure for this workshop is 1 full day and can be delivered in any metropolitan or regional area of Queensland. Customisation is available based on individual council requirements. | |
| Fees & Inclusions | |
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Our training course will include:
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Upcoming Dates:
Call Peak Training to book your workshop. (07) 3000 2148