Resolving Conflict - Interactive

Don’t let a conflict at work escalate. Learn to resolve issues effectively. An entertaining interactive course designed to provide practical ways to handle difficult people and conflict situations at work, and reduce anger and complaints, whether it be colleagues or customers.

As Carol’s manager Serena has observed that she is egotistical and doesn’t listen. Serena notes that conflicts often occur in the workplace because people are territorial aloof negative or antagonistic. People need to learn to respect individual differences; they may be experiencing difficulties elsewhere in their lives. You must manage your own emotions particularly when feeling overwhelmed or stressed. When Serena feels upset she adopts a bland expression (even if she is screaming or crying internally). People should be factual – not attacking or defensive. Sam points out to Michael how he is overly critical of Sam’s policy work. Alex and Sam role-play a customer dissatisfied with a product; demonstrating how to acknowledge and apologize. They recognize it is best to follow rules and find common ground – to hold relationships together despite people’s differences. Focus on fixing not frustration – this is tough for Michael who complains about messy areas but must learn to take responsibility himself and remedy them.

Key Learning Points

• Don’t be rude and lose control INSTEAD: Manage own emotions and be respectful
  
• Don’t attack or be defensive INSTEAD: Be factual and communicate openly
  
• Don’t stop caring INSTEAD: Acknowledge and apologize
  
• Don’t get frustrated and give up INSTEAD: Find common ground and follow rules
  

Comedy makes learning fun

This interactive course is part of the popular Cutting Edge Communication Comedy Series created by Psychologist Eve Ash and comedienne Erin Brown starring Emmy-award winning Kim Estes. This powerful training series follows several characters as they battle challenges, negotiate conflicts and learn from mistakes about professionalism, leadership, communication and safety. This Australian produced series was filmed on location in Los Angeles.