COURSE OVERVIEW:
Conflict can occur in any organisation when employees with different backgrounds and priorities work together. Conflict can be expressed in numerous ways such as insults, non-cooperation, bullying and anger. Its causes can range from personality clashes and misunderstood communication to organisational mismanagement.
The negative effects of workplace conflict can include work disruptions, decreased productivity, project failure, absenteeism, turnover and termination. Emotional stress can be both a cause and an effect of workplace conflict.
Disagreements in the workplace are natural and can be healthy for business. Too much conflict or conflict that is not managed well, however, can devolve into destructive behaviours that can lead to loss of productivity, high turnover and workplace complaints.
Workplace conflict is also one of the greatest causes of employee stress. Taking simple steps to resolve conflict immediately can prevent many workplace conflicts from escalating. Employee stress, and many related health complaints, as well as workers’ compensation and bullying claims, can be prevented by managers acting quickly to resolve issues between co-workers, or between themselves and co-workers.
In this course, we’ll be looking at the root cause of conflict and complaints. Then we’ll look at a set of skills that are important when you want to resolve a conflict or handle a complaint. Next, we’ll examine individual communication styles and how they might be used to help you foster the communication that is needed to make conflict and complaint resolution possible. Finally, we’ll discuss a series of tools and techniques that you can start using right away to manage and respond to conflict and complaints in your workplace.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- The cost of workplace conflict and complaints
- Expectations as the root of all conflict and complaints
- What expectations were not met?
- How to use expectations as a tool to prevent conflict and complaints?
- How to use the SMART criteria, used for goal-setting?
- How to convey the impact of unmet expectations?
- The listening skills required for dealing with conflict and complaints
- How to demonstrate physically that you are listening?
- How to check for understanding?
- Why you should not interrupt?
- How to respond appropriately?
- The effective communication skills required for dealing with conflict and complaints
- The problem solving skills required for dealing with conflict and complaints
- The interpersonal skills required for dealing with conflict and complaints
- The persuasion skills required for dealing with conflict and complaints
- The customer service skills required for dealing with conflict and complaints
- The importance of integrity when dealing with conflict and complaints
- The barriers to dealing with conflicts and complaints
- The communication styles matrix
- The direct communication style
- The spirited communication style
- The systematic communication style
- The considerate communication style
- The tools for dealing with conflict and complaints
- How to use brainstorming when dealing with conflict?
- How to use the fishbone diagrams for workplace conflict?
- How to apply conflict styles?
- The interest-based relational approach to conflict
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.