The Language of Conflict Management

Introducing types of conflict and the process of resolving it

• Types of conflicts and difficulties that may arise in the workplace
• Reviewing different stages of the conflict process
• Talking about potential ways to resolve problems

Starting the conversation

• Opening the discussion, presenting your point of view and addressing conflict
• Talking about the impact of someone’s behavior
• Identifying the cause of a problem

Taking action

• Asking someone about their perception and opinion on the matter
• Demonstrating active listening
• Agreeing and disagreeing diplomatically
• Making your voice heard

Negotiating

• Describing consequences of conflict
• Resolving differences
• Influencing through verbal and non-verbal communication
• Clearly saying what you want and making concessions

Resolving conflict

• Suggesting and proposing ideas
• Confirming understanding
• Handling complaints
• Giving feedback on positive actions

You can register, or have your employer register you up to three days before the start date of the program if there are still available places. Add the program to the shopping basket. The first time you place an order you need to register. For company registrations please check the box “I am booking on behalf of my company”. Then, you fill out your personal details and you select an invoice or receipt to be issued. Then you must pay the tuition fee. Payment is available by: a) debit, prepaid, or credit card (interest-free installments will be visible if available), b) RF Code, that you can use to pay at the bank or via ebanking, or c) IRIS and direct debiting your bank account.

Please note that once you successfully place your order you will receive an automated confirmation message. This does not mean that your registration is complete. Your place is reserved once you pay the relevant tuition fee. When payment is visible, we will contact you to confirm your registration. Employers who enroll 3 or more employees in the program receive a 10% discount on the total amount of fees. This discount is visible in the shopping cart.