Welcome to your online Leadership skills course focusing on Mediation and Conflict Management Skills for managers. For over 20 years our trainers at Total Success Training have taught thousands of our delegates to become more effective by teaching them practical tips and techniques that can be used immediately.

 

We’ve designed all of our courses to be both practical and easy to follow and have included topics that we feel will help you to learn quickly and easily.

 

To get the best out of this on-line training course please complete all of the topics but go through each one at the pace you feel comfortable with. You may decide to do it in one go or in stages. It’s all up to you. We have included lots of exercises and quizzes to get you thinking, planning and using the course information in the most practical way.

 

By the end of this course you will feel both competent and confident in your mediation. It will allow you to:

gain a full understanding of mediation and other forms of conflict resolution understand why and how conflict happens use mediation to resolve workplace conflict prepare effectively for a mediation use mediation skills and strategies for mediating conflict managing conflict effectively handle highly charged conflict situations understand when and how to diffuse conflict how to follow up effectively after conflict You are allowed to complete the course within 30 days of booking. During this time you can take as many attempts as you like. Please note, after 30 days your booking will expire and you will have to repurchase the training course.
This online course or any portion thereof may be copied, reproduced or used in any manner. Permission granted to reproduce for personal, educational or commercial use.

Table of Contents

Introduction

What is Mediation?

Why Does Conflict Happen?

Assertiveness in conflict - Preparing an assertive strategy for difficult conversations

Introduction

 

Being assertive will give you the confidence to manage most situations that require careful handling. Assertive people have the confidence to make their point of view and ‘stay the course’ even when their argument is challenged, resisted or rejected.

 

In this chapter we will focus on assertive techniques and strategies. Preparing for situations in which you need to be assertive or could end in conflict will help you to deal with them more effectively and achieve your objectives.

 

 

In this chapter you will learn how to:

 

  • use classic assertive techniques
  • prepare for situations that can create conflict
  • understand some of the common causes for conflict and how to handle them
  • manage your triggers in conflict situations

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