The Ultimate Managing Conflict Training Bundle, 4 Courses

Courses For Success

AU$796 - (R$1.952)

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  • Online
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Learn How To Resolve Conflicts and Achieve Positive Outcomes Conflict Resolution is a core skill that governs your ability to work through any conflict to achieve a positive solution for all parties involved through negotiation, communication and interpersonal skills. This comprehensive online bundle includes 4 courses covering topics including Conflict Resolution, Negotiation Skills, Dealing with Difficult Customers and Communication Skills. These 4 courses compliment each other and together will allow you to develop a thorough understanding of Conflict Resolution and how you can develop this essential skill to help you achieve success. Beginning with our Conflict Resolution course you will learn the six-step process to resolve conflicts of any size, in addition to crucial conflict resolution skills, including dealing with anger and using the Agreement Frame. Next Negotiation Skills will  give you an understanding of the phases of negotiation, tools to use during a negotiation, and ways to build win-win solutions for all those involved. You will develop a sense of understanding your opponent and have the confidence to not settle for less than what you feel is fair. You will learn that an atmosphere of respect is essential, as uneven negations could lead to problems in the future. Increasing Dealing With Difficult Customers does exactly what it says on the tin, you will learn guidelines and examples on how to handle different types of challenging customers that you will face, along with specific approaches that can make those interactions not only less challenging, but more rewarding as well. Finally the Communication Strategies course will help you understand the different methods of communication and how to make the most of each of them. For a comprehensive list of all courses available and their units of study click the units of study tab above. ...

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Requisitos: Entry requirements Students must have basic literacy and numeracy skills. Minimum education Open entry. Previous schooling and academic achievements are not required for entry into this course. Computer requirements Students will need access to a computer and the internet.  Minimum specifications for the computer are: Windows: Microsoft Windows XP, or later Modern and...


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O que se aprende nesse curso?

Stress Management
Negotiation Skills
Managing Conflict
Conflict Resolution
Communication Skills
Communication Training
IT Management
Skills and Training


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