Conflict Resolution

Course Outline

The Conflict Resolution workshop provides participants with an acute understanding of the conflict process and a practical
approach to conflict management. Participants will be taken through the process of understanding conflict, what triggers
emotions and behaviours and how to deal with those responses in themselves and others. The second stage of the workshop
explains what techniques to use to successfully manage a conflict situation.

This workshop should be attended by any person who wishes to learn the art of conflict resolution and is particularly useful
for managers. We also offer the nationally accredited unit Deal with Conflict (PSPGOV411A). This is a unit of competency from
the Working in Government and Human Resource Management training packages.

Content

• The conflict process
• Responses to conflict
• Dealing with Difficult Behaviour
• Dealing with Difficult Situations
• Providing Feedback

Expected Outcomes

At the end of this workshop participants will be able to:

• Understand the conflict process
• Identify different responses to conflict
• Implement a range of strategies to resolve
  conflict effectively
• Identify win/win solution based responses to negotiation