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Learn how to manage conflict and achieve win-win resolutions!
I thoroughly enjoyed the course and have most definitely taken away a few tools to help me on a day to day basis. I have done 3 courses at Impact Factory now and I would certainly come again!
Lucy McCrindle - Conference Organiser - National Housing Federation
The training course exceeded my expectations - small group size meant that we all had a chance to work through individual issues and concerns, and the trainers were excellent!
Sophie Goddard BSc (Hons), MSc, DGSA - Senior Consultant - OHES Environmental
I would like to say thank you for a wonderful course with excellent tutors and also a fab group. I generally liked the course and you really did make a difference.
Adrian Williams - Senior Cost and Planning Analyst - Transport for London
If you have any doubts about the suitability of this CPD Accredited Conflict Management Course, for yourself or colleagues, please do not hesitate to call us.
We will put you in touch with one of our Lead Trainers, who will be happy to discuss which of our Courses would offer the most benefit.
Telephone: +44 (0)20 7226 1877
On this conflict management course, we use a mixture of theory and practical exercises designed to help you resolve conflict.
It will help you create more effective outcomes in conflict situations.
You will learn to change what you do, what you say and how you say it, in order to create change in the other person.
The course will be closely tailored to the needs of those attending.
Even if you don't always get the results you want, you will be driving what happens not them.
We tailor all our courses to reflect the needs of each delegate.
We will include many of the exercises listed below, and any additional material that the trainers feel is relevant.
You will get to say why you came and what you want from the day.
This will enable your trainers to tailor the course to your needs.
We start with an open discussion about difficult behaviour.
Any form of conflict creates difficult feelings in all those involved.
We will discuss the variety of difficult conversations you've had and situations you have found yourselves in, such as:
There are many reasons to engage in conflict, but the purpose of conflict is to arrive at a resolution.
In this section, we explore different types of conflict and possible resolutions.
There are many types of resolution and not all are win-win.
Conflict can actually be exciting and rewarding.
It can be a chance to get to the heart of a problem, rather than only focusing on the surface or obvious issues.
Most conflicts have core causes and once those are addressed, resolution becomes an option to choose rather than run away from.
Using the Thomas-Killman conflict model we'll look at:
Here we look at what happens to you in conflict situations, including how you deal with any fallout.
We'll recreate a conflict situation to demonstrate the feelings that result and how they affect what we do and what we say.
We also look at why many people avoid dealing with conflict at all.
Delegates will look at a recent situation where they either avoided conflict or handled it badly.
Using insight from Viktor Frankl’s book Man’s Search for Meaning.
“Between stimulus and response there is a gap, and in this gap lies all our freedom”.
We will look at provocation and response and the ‘moment of choice’.
In that split second, we can choose how we react.
We will outline the styles of behaviour that delegates find difficult to deal with.
You will define your own difficult person or people and what happens when you engage in (or avoid) conflict with them.
We touched on the 'fallout' earlier, but here we'll look at your biggest fears around having difficult conversations or dealing with a difficult person.
Why is the conversation difficult?
Is it because you really have to deliver bad news, or is it because you're frightened of the other person's reaction?
How has this stopped you from engaging in effective conflict management?
Delegates are asked to identify a situation where they may have been someone else's difficult person.
Here we look at a range of things including:
Here we start to look at a range of options, these include:
"I Understand Where You're Coming From"
This exercise demonstrates the effect of seeing the conflict from the other person's point of view.
This exercise shows you how to calm down an over-emotional person without getting drawn into their emotion.
This technique allows the other person to be heard and get their point of view across.
It will also allow you to set clear boundaries and deliver a difficult or uncomfortable message.
Here we look at two different approaches to managing conflict at work.
How can we avoid the knee-jerk reactions a person can display when they feel blamed or attacked?
Conflict can be even worse when there are additional hidden agendas.
One of our methods of conflict management is a simple technique of how to 'call the behaviour' without making the other person wrong.
This sounds trickier than it is!
A technique to help people distinguish between what someone does as opposed to who they are.
This can be extremely helpful when you have to deliver news the recipient doesn’t want to hear.
Here we look at how you say what needs to be said while avoiding conflict.
Here we'll talk about how you can ask someone to do something for you or refuse to do something for them and still maintain a positive relationship.
And we'll talk about how you can deal with the person you find most difficult on a regular basis and have things move smoothly along.
Here we will introduce some of the phrases we have collected over the years during conflict resolution courses and real-life incidents that help defuse tricky situations.
You will get to discuss and practise how you can deal with conflict situations using the awareness gained and material used during the day.
We will look at:
Having had one difficult encounter, it can be really hard to let go of all the feelings, frustrations and residue that result before moving on to the next.
We know that it's very easy to metaphorically 'kick the cat'.
We will carry out a brief 'in your head' exercise that demonstrates how powerful feelings can be, even when they aren’t verbally expressed.
We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.
Here is an opportunity for the whole group to brainstorm conflict management techniques and tools they know help them deal with their own angry, upset or frustrated feelings.
Each person will identify:
We will give out Impact Factory documents to support the course.
You'll get copies of relevant handouts to remind you of the coursework.
Two weeks after attending one of our conflict management courses, one of your trainers will call to see how you are getting on.
You will have email and telephone access to both of your trainers.
You'll also have access to a course web page containing:
This Conflict Management Course is limited to eight participants
Open Courses take place at our London training rooms: Suite 121 Business Design Centre 52 Upper Street London N1 0QH
See how to find us for directions, hotels and public transport.
Time: 9.30am to 5.00pm
Standard Cost: £495.00 plus VAT
Book online or call +44 (0)20 7226 1877 or email email@example.com
If you want to book three or more people on to one course, please contact us on 020 7226 1877
Read our booking terms and conditions
To ensure that the courses you attend are of the highest quality, offering the best professional tuition possible, all our Open Courses are evaluated and accredited.
We are so confident in our trainers and the quality of our Conflict Management Course that we guarantee it will make an impact.
If you attend this training and believe you have not benefited, let us know and we can arrange a refund or a free placement on a more suitable course.
Terms and Conditions Apply