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Conflict Resolution & Negotiation Skills

1 day London, Westminster

Curriculum

Pre-requisites

There are no formal pre-requisites for this course; it is suitable for anyone who wants to broaden their approach to conflict resolution and get the most from negotiation. There is a maximum number of 12 delegates for this course.
Team Leaders
Supervisors
Managers
Customer service staff

Objectives

By the end of the course, delegates will:
Understand the common causes of conflict
Be able to use different communication models to assist in resolving conflict
Be able to describe and use different methods for dealing with various conflict situations
Understand what is negotiation and the ‘sub-text’
Understand the importance of BATNA and ZOPA in negotiation
Practice negotiation in a ‘safe’ environment

Why choose this course?

Learn how to manage conflict constructively by using a range of techniques beyond those you may habitually use.
Learn to recognise conflict styles in negotiation and have the appropriate tools in preparation and at the time to achieve the best outcome.

Course Outline

This training will help you to manage conflict constructively by using a range of techniques beyond those you may habitually use. This will enable you to recognize conflict styles in negotiation and have the appropriate tools in preparation and at the time to achieve the best outcome.

Conflict & communication

Understanding conflict and common causes
Effective communication – listening, questions and empathy
Understand social styles
Factors contributing to communication breakdown

Conflict Resolution Models

TKI conflict modes – understand 5 preferences
Skills practice using the models

Patterns of Negotiation Behaviour

What is said and unsaid in negotiation?
Tools to use before negotiation
Top 10 tips of what to do and how to manage negotiation

Learning, Teaching & Assessment

The course is highly interactive, encouraging participation and making use of exercises. There will be the opportunity for skills practice and review in each section. Learners will experience a range of classroom teaching methods including role play, group-working, discussion, case studies and both individual and group presentations.

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