Conflict in the Workplace and Change Management: HR’s Role

Course Info

Date: July-04-2022

Length: 1 Week

City: Istanbul

Fees: 3,900

Type: In Classroom

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    Zurich

Course Details

Course Outline

5 days course

 

Understanding Human Psychology and its Impact on Change Management
 
  • What is Human Psychology?
  • Tip of the Iceberg Concept
  • Understanding Yourself
  • Developing  Self-awareness,  Trust  and  Communication 
  • How Attitudes are formed?
  • Motivation at the Workplace and What Drives People to be Motivated
  • The Key Drivers of Change
  • The Need for Change Management
 
Putting Conflict into Perspective
 
  • Reasons why conflicts develop
  •  A personal view of conflict and conflict resolution
  •  Emotions involved in a conflict situation
  •  Identifying and addressing factors which escalate conflict

 

Exploring Diversity when Dealing with Internal and External Customers
 
  • Exploring cultural differences in our diverse society
  •  Addressing barriers to diversity
  •  ‘Mental Models’
  •  Prejudice
  •  Stereotypes
  •  Discrimination

 

Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
 
  • Communicating effectively as a means of preventing and managing conflict
  •  Active listening
  •  Adapting to individual Personality Types as a conflict resolution skill
  •  Applying assertiveness skills to resolve conflict

 

Personal and Organisational Conflict Resolution Skills
 
  • Examining a personal conflict situation
  •  Applying conflict resolution skills to a personal conflict situation
  •  Identifying preferred conflict handling styles
  •  Conflict solving options (and when to use them)
  •  Additional strategies for reducing specific conflict

 

Dealing with Customer Complaints

 

  • Basic principles for handling the irate customer

Course Video