The Ultimate Managing Conflict Training Bundle, 4 Courses

Course 1 - Certificate In Conflict Resolution

• Introduction to Conflict Resolution
• Conflict, What Is It?
• What is Effective Conflict Resolution?
• Understanding the Effective Conflict Resolution Process
• Effective Conflict Resolution Styles
• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding
• Creating an Communicative Atmosphere
• Defuse Emotions
• Setting Ground Rules
• Choosing the Time and Place
• Mutual Understanding
• What Do I Want?
• What Do They Want?
• What Do We Want?
• Focusing on Individual and Shared Needs
• Identify Common Ground
• Build Positive Energy and Goodwill
• Analysing to the Root Cause
• Examining Root Causes
• Creating a Cause and Effect Diagram
• Identifying the Benefits of Resolution
• Create Options
• Generate, Don’t Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options
• Solution Building
• Creating Criteria
• Creating a Shortlist
• Choosing a Solution
• Building a Plan
• Additional Tools
• Stress Management Techniques
• Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

Course 2 - Certificate In Negotiation Skills

• Understanding Negotiation
• Types of negotiations
• The three phases
• Skills for successful negotiation
• Getting Prepared
• Establishing your WATNA and BATNA
• Identifying your WAP
• Identifying your ZOPA
• Personal preparation
• Laying the Groundwork
• Setting the time and place
• Establishing common ground
• Creating a negotiation framework
• The negotiation process
• Exchanging Information
• Getting off on the right foot
• What to share
• What to keep to yourself
• Bargaining
• What to expect
• Techniques to try
• How to break an impasse
• About Mutual Gain
• Three ways to see your options
• About mutual gain
• Creating a mutual gain solution
• What do I want?
• What do they want?
• What do we want?
• Closing
• Reaching consensus
• Building an agreement
• Setting the terms of the agreement
• Dealing with Difficult Issues
• Being prepared for environmental tactics
• Dealing with personal attacks
• Controlling your emotions
• Deciding when it's time to walk away
• Negotiating Outside the Boardroom
• Adapting the process for smaller negotiations
• Negotiating via telephone
• Negotiating via email
• Negotiating on Behalf of Someone Else
• Choosing the negotiating team
• Covering all the bases
• Dealing with tough questions

Course 3 - Certificate In Dealing with Difficult Customers

• The Right Attitude Starts with You
• Be Grateful
• Make Gratitude a Habit
• Keep Your Body Healthy
• Invoke Inner Peace
• Stress Management (Internal Stressors)
• Irritability
• Unhappiness With Your Job
• Feeling Underappreciated
• Not Well Rested
• Stress Management (External Stressors)
• Manage Your Work Space
• Loud Work Environment
• Co-Worker Relations
• Demanding Supervisor
• Transactional Analysis
• What is Transactional Analysis
• Parent
• Child
• Adult
• Why are Some Customers Difficult
• They Have Truly Had a Bad Experience and Want to Vent
• Want Someone to be Held Accountable
• They Have Truly Had a Bad Experience and Want Resolution
• They are Generally Unhappy
• Dealing with the Customer Over the Phone
• Listen to the Customer’s Complaint
• Build Rapport
• Do Not Respond with Negative Words or Emotion
• Offer a Verbal Solution to Your Customer
• Dealing with the Customer In Person
• Listen to the Customer’s Concerns
• Build Rapport
• Respond with Positive Words and Body Language
• Aside from Words
• Sensitivity in Dealing with Customers
• Customers who are Angry
• Customers who are Rude
• Customers with Different Cultural Values
• Customers who Cannot be Satisfied
• Scenarios of Dealing with a Difficult Customer
• Angry Customer
• Rude Customer
• A Customer from Another Culture
• An Impossible to Please Customer
• Following up With a Customer Once You Have Addressed Their Issue
• Call the Customer
• Send the Customer an Email
• Mail the Customer a Small Token
• Snail-Mail a Handwritten or Typed Letter

Course 4 - Certificate In Communication Strategies

• The Big Picture
• What is Communication?
• How Do We Communicate?
• Who’s Listening?
• Barriers to Communication
• It All Starts with Me
• Common Barriers to Communication
• Language Barriers
• Cultural Barriers
• Location Barriers
• Paraverbal Communication Skills
• The Power of Pitch
• The Power of Tone
• Vocal Speed Camera
• Non-Verbal Communication
• Your Body Speaks its own Language
• Speak Like a STAR
• Using STAR
• Situation
• Task
• Action
• Response
• Listening Skills
• Ten Ways to Listen Better Today
• Understanding Active Listening
• Sending Positive Signals to Others
• Asking Good Questions
• Asking Open Questions
• Probing Questions
• Appreciative Inquiry
• The Four Stages
• The Purpose of Appreciative Inquiry
• The Art of Conversation Using SPEAC
• Suppose
• Prepare
• Enquire
• Ascertain
• Change
• Advanced Communication Skills
• Precipitating Factors
• Common Ground