Course overview
This course is taught over three half days of intensive training. In interactive sessions, the facilitator teaches the principles of effective listening and communication, along with negotiation and mediation skills. Participants apply conflict resolution skills to conflict between employees and between employees and customers, and learn to manage difficult coworkers and customers effectively.
How it’s taught
Every participant receives a detailed manual that encourages them to reflect on their own approach throughout the course.
- 01
Demonstration of conflict resolution skills
Our coaches demonstrate foundational mediation and negotiation skills, and participants are free to join in and ask questions.
- 02
Video demonstration
Facilitators show recorded videos of live mediations. These help participants apply mediation skills, and to understand and critique the approaches that work best in reaching a settlement.
Curriculum
The programme
Programme outline
- Conflict analysis
- Effective communication skills
- Handling difficult emotions in the workplace
- A principled approach to negotiation
- Creative problem solving
- Introduction to mediation skills training
- Role-playing exercises
Programme outcomes
By the end of the course, participants will be able to:
- Identify the different causes of conflict in the workplace
- Explain personal conflict styles
- Develop listening and communication skills
- Apply negotiation and mediation skills to manage conflict with coworkers and customers
Who should attend
- People in organisations who are responsible for disputes
- Customer service representatives
- Human resource practitioners
Register for a course
Fill in your details and we’ll be in touch to confirm your place. Registering colleagues too? Add their names below.
- Caribbean Centre for Conflict Management Inc.Level 1, One Welches, Welches, St. Thomas, Barbados BB22025
- Telephone(246) 836-6984 or (246) 836-6986
- Emailcccminc@gmail.com