INTRODUCTION

Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow. Research has found that workers who experience conflict in their workplace are up to 70% less productive in their jobs. Witnesses to conflict are also up to 40% less productive than if the workplace was stress-free. Thus, managing conflict could be a major non value added activity that we need to eliminate in order to remain competitive.

This workshop equips delegates with an understanding of themselves and how their behaviour influences conflict situations. It also looks at coping mechanisms for dealing with criticism, difficult people and attitudes in the workplace and prevention techniques to address potential conflicts before they occur. We emphasise the importance of communication and looks at different conflict management styles and strategies. Delegates will also learn to deal with anger and helps them overcome the fear of confrontation.

LEARNING OUTCOMES

Upon course completion, participants will be able to:

• Identify causes of conflict
• Describe how diversity and differences can be harnessed
• Demonstrate strategies that avoid escalation of conflict
• Demonstrate techniques to show empathy and rapport
• Problem solve quickly and effectively
• Handle customer complaints appropriately
• Negotiate a successful outcome

COURSE CONTENT

MODULE 1 : AN INTRODUCTION TO CONFLICT MANAGEMENT

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process.

MODULE 2 : CONFLICT RESOLUTION INSTRUMENT

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

MODULE 3 : CREATING AN EFFECTIVE ATMOSPHERE

• Neutralising Emotions
• Stress and Anger Management Techniques
• Setting Ground Rules
• Choosing the Time and Place
• The Importance of Forgiveness
• Identifying the Benefits of Resolutions

MODULE 4 : CREATING MUTUAL UNDERSTANDING

• What do I want?
• What do They Want?
• What do They Want?
• Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening your Partnership

MODULE 5 : GETTING TO THE ROOT CAUSE

• Examining Root Cause
• Creating a Cause and Effect Diagram
• The Importance of Forgiveness
• Identifying the Benefits of Resolution

MODULE 6 : BUILDING A SOLUTION

• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan

MODULE 7 : THE SHORT VERSION OF THE PROCESS

• Evaluating the Situation
• Choosing your Steps
• Creating an Action Plan
• Using Individual Process Steps

MODULE 8 : FINAL PRACTICE

• Group practice on Resolving Conflicts

SIAPA YANG PATUT HADIR

Terbuka kepada Eksekutif, Penyelia, Ketua Unit/ Ketua Jabatan , Pengurus dan sesiapa sahaja yang mempunyai kakitangan dibawah pengawasan mereka.

FEES

INDIVIDU RM1,000.00 seorang

EARLY BIRD RM800.00 seorang

(14 hari sebelum kursus)

BERDUA RM900.00 seorang

BERTIGA > RM850.00 seorang

(Fees – tanpa penginapan)

PENCERAMAH (TRAINER)

Azmi Shahrin atau

Mazdurah Mohd Zin