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.