Level 28, The Gardens South Tower, Mid Valley City
Kuala Lumpur, Malaysia. Tel: +603 2298 7322

 

Conflict Resolution

Managers face many challenges that can potentially lead to conflicts:  handling escalations of irate customers, managing employees who are unaccustomed to rapid changes and managing the demands of corporate head office to deliver profits and a consistent level of high quality services. One of the key skills needed for any manager is to learn how to manage and resolve conflicts.

 

This two day course provides practical knowledge on understanding the sources of conflicts, the principles in resolving conflicts and the skills needed to be a good negotiator in resolving conflict.

 

Course Objectives

  • Understanding the nature of Conflicts

  • Identify the positive aspects of conflicts and consequences of unresolved conflicts

  • Define the root cause to conflicts

  • Deploy negotiation skill techniques to defuse conflict

  • Handle the various kinds of difficult people/customers

  • Conduct an effective Conflict Resolution process

  • Understand and avoid Conflict Pitfalls

     

Who Should Attend

  • Senior Management

  • Department Heads

  • Managers

  • Project Managers

  • Team Leaders

  • HR Professionals