This is a staged, developmental course, consisting of three one-day courses:

• Summary of three-part course (PDF)

• Part 1: Active Listening (PDF)
• Part 2: Empathic Communication (PDF)
• Part 3: Managing Confrontation (PDF)

Conflicts carry a tremendous cost in terms of time, energy and resources, as well as in the goodwill essential to meeting targets. When conflicts escalate they may require formal or legal solutions, despite the fact that an early intervention can result in resolution, mutual understanding and forward solutions.

The ability to resolve conflicts and de-escalate difficulties between team members is essential to any leader, manager or team-member who works across boundaries within their organisation. Differences within task, status, nationality and culture may all lead to loss of understanding and the breakdown of communication – differences that otherwise give strength to an organisation.

Life at Work courses introduce powerful techniques to prevent and overcome conflict, and to repair damage caused by aggression. We also work on specific projects, giving you the skills you need to deal with difficult situations — such as disciplinary cases, harassment and bullying — to protect you and others in your organisation:

• Find common ground across cultural divides
• Understand and work successfully with differences
• Enhance understanding within conflictual situations
• Manage team-members and colleagues who create conflict
• Deal with anger, and angry people
• De-escalate problems as they emerge
• Work with emotions when they are running high
• Focus on people, without jeopardising output and performance
• Engage on the level of shared human needs and values
• Deal with disgruntled people, and increase team spirit
• Develop and increase trust within teams
  

Who for?

• Individuals wishing to repair relationships
• Leaders wishing to introduce conflict resolution into their teams
• Organisations in need of security and aggression management

Our Approach

1. Prevention: Prevent conflict by creating supportive conditions at work, and a quality of connection with others that you can manage and enjoy

2. Cure: Apply powerful remedial approaches and skills in mediation and conflict management

You will have increasing ability to:

• Counter conflict, anxiety, violence, aggression and communication breakdown
• Develop security, stress-reduction, well-being, and positive working community
• Understand the causes of verbal conflict and aggression
• Detect early signs of communication breakdown
• Mediate between two conflicting parties
• Facilitate groups in crisis
• De-escalate aggression amongst staff or customers

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