The objective of this one-day course is for leaders to learn how to develop and put into action a process that resolves a dispute and restores balance in the workplace. Participants will learn the research behind effective conflict resolution practices, and put these techniques to use in small group exercises. Practical classwork will include de-escalation, fact finding, facilitation, negotiation, mediation, and writing, implementing and monitoring resolution agreements. Participants will learn the steps necessary for identifying the underlying sources of conflict, determine the facts, manage multi-party talks and address emotions. How to rebuild and maintain trust will also be discussed.
Course Code
505998