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Home Leading and managing Leadership and Management Facilitated Conversations
Facilitated Conversations
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Recognise the business impact of negative conflict and the importance of reframing conflict as something positive
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Explore their own conflict management styles in relation to the facilitator role
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Respond constructively to a complaint or concern by showing understanding and building rapport
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Draw on learned skills to stay calm and non-defensive in the presence of strong emotions from colleagues, and use the traffic light technique to defuse anger and blame
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Adopt a joint-problem solving approach by applying the principles of win-win resolution to a conversation
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Apply core mediation-style skills such as reflective listening, impartiality, building rapport, and conversation management
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Know when to escalate a concern a.d understand what their organisation offers as alternative conflict resolutions processes.
Overview
Off the shelf (OTS)
This 1-day programme for up to 12 delegates, gives the skills to manage low-mid level conflict in disputes more effectively to reach more resilient resolutions, stepping in to support early. It will also develop the soft skills of listening, questioning, rapport and empathy, as well as covering additional tools to manage when things might escalate. It also covers the basics of escalating a dispute.
Delegates will be able to learn to:
- Fine tune their skills in being able to build and sustain rapport in difficult situations
- Feel more positive about intervening effectively in low-conflict situations
- Have more confidence and skills when managing difficult conversations
- Be able to build more resilient outcomes for parties
Target Audience and most relevant for: first time managers, staff; but also relevant for HR personnel. No experience required
Delivery method
Virtual
Course duration
7 hours
Competency level
Working
Delivery method
-
Virtual
Course duration
7 hours
Competency level
-
Working
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