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

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • Apr-08-2024

    Kuala Lumpur

  • May-13-2024

    Kuala Lumpur

  • June-10-2024

    Kuala Lumpur

  • July-08-2024

    Kuala Lumpur

  • Aug-12-2024

    Kuala Lumpur

  • Sep-09-2024

    Kuala Lumpur

  • Oct-14-2024

    Kuala Lumpur

  • Nov-11-2024

    Kuala Lumpur

  • Dec-09-2024

    Kuala Lumpur

Dates in Other Venues

  • Apr-01-2024

    London

  • Apr-01-2024

    Amsterdam

  • Apr-08-2024

    Istanbul

  • Apr-15-2024

    Paris

  • Apr-15-2024

    Singapore

  • Apr-22-2024

    London

  • Apr-22-2024

    Dubai

  • Apr-29-2024

    Amsterdam

  • Apr-29-2024

    Barcelona

  • May-06-2024

    Amsterdam

  • May-06-2024

    London

  • May-13-2024

    Istanbul

  • May-20-2024

    Paris

  • May-20-2024

    Singapore

  • May-27-2024

    Barcelona

  • May-27-2024

    Dubai

  • June-03-2024

    Amsterdam

  • June-03-2024

    London

  • June-10-2024

    Istanbul

  • June-17-2024

    Paris

  • June-17-2024

    Singapore

  • June-24-2024

    Barcelona

  • June-24-2024

    Dubai

  • July-01-2024

    London

  • July-01-2024

    Amsterdam

  • July-08-2024

    Istanbul

  • July-15-2024

    Singapore

  • July-15-2024

    Paris

  • July-22-2024

    London

  • July-22-2024

    Dubai

  • July-29-2024

    Amsterdam

  • July-29-2024

    Barcelona

  • Aug-05-2024

    London

  • Aug-05-2024

    Amsterdam

  • Aug-12-2024

    Istanbul

  • Aug-19-2024

    Singapore

  • Aug-19-2024

    Paris

  • Aug-26-2024

    Barcelona

  • Aug-26-2024

    Dubai

  • Sep-02-2024

    London

  • Sep-02-2024

    Amsterdam

  • Sep-09-2024

    Istanbul

  • Sep-16-2024

    Singapore

  • Sep-16-2024

    Paris

  • Sep-23-2024

    Dubai

  • Sep-23-2024

    London

  • Sep-30-2024

    Amsterdam

  • Sep-30-2024

    Barcelona

  • Oct-07-2024

    London

  • Oct-07-2024

    Amsterdam

  • Oct-14-2024

    Istanbul

  • Oct-21-2024

    Singapore

  • Oct-21-2024

    Paris

  • Oct-28-2024

    Dubai

  • Oct-28-2024

    Barcelona

  • Nov-04-2024

    London

  • Nov-04-2024

    Amsterdam

  • Nov-11-2024

    Istanbul

  • Nov-18-2024

    Paris

  • Nov-18-2024

    Singapore

  • Nov-25-2024

    Dubai

  • Nov-25-2024

    Barcelona

  • Dec-02-2024

    London

  • Dec-02-2024

    Amsterdam

  • Dec-09-2024

    Istanbul

  • Dec-16-2024

    Paris

  • Dec-16-2024

    Singapore

  • Dec-23-2024

    London

  • Dec-23-2024

    Dubai

  • Dec-30-2024

    Amsterdam

  • Dec-30-2024

    Barcelona

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