Description
Course Outline
MODULE ONE- Dealing with Difficult Situations
- Conflict as Communication
- Benefits of Confrontation
- Preventing problems
- Getting focused
- Dealing with Anger(yours and others)
- Dealing with problems
- The three steps conflict resolution model
- Changing yourself
- Why don’t people do what they are supposed to do?
- De-stress option to use when things get ugly
MODULE TWO = Conflict Resolution- Getting along in the Workplace
- Defining conflict and types of conflict
- Spontaneous and reflective action
- The Johari window
- Stages of conflict
- Conflict resolution style questionnaire
- The role of communication in conflict resolution
- The Conflict/opportunity test
- Conflict and its resolution
- Helping others through conflicts
MODULE THREE- Employee Dispute Resolution- Mediation through Peer Review
- What is peer review?
- Initiating the process
- The peer review panel
- Asking questions
- The peer-review process
- Panel walkthrough
- Why does the process fail?
Learning Objectives
At the end of this training program, participants will be able to:
- Identify what is involved in the hearing process, from preliminary meetings to the hearing, and the decision process;
- Develop coping strategies for dealing with difficult people and difficult situations;
- Recognize how their own attitude and actions impact others;
- Find ways to manage conflicts to enhance productivity and performance.
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