25.8.20
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Australian Institute of Management

Conflict Resolution

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Rachel Heatley

Conflict resolution is a critical managerial skill that is often underrated. Participants in this course will have learnt the factors that drive conflict and ways to effectively intervene and facilitate positive outcomes in often emotive situations. By learning to identify conflict in its early stages, they are able to respond with confidence and effectively manage workplace situations before they escalate.

Skills / Knowledge

  • Identify and assess conflict situations while anticipating the signs, stages and possible causes of conflict
  • Clarify the factors and issues relevant to conflict while exploring possible resolutions using appropriate communication techniques
  • Conduct conflict resolution meetings with involved parties and know when to refer to mediation or counselling processes
  • Record and use lessons learnt in order to improve service delivery and organisational policy as required

Issued on

June 18, 2019

Expires on

Does not expire