Learning and Development Guide 2025

HAVING DIFFICULT CONVERSATIONS Approach challenging conversations with confidence

CONFLICT RESOLUTION Find peaceful and practical solutions to resolve conflict

TOP PERFORMER

Conflict is inevitable, but it is manageable. This course is designed to improve conflict resolution skills by examining what conflict is and how it affects people. You will explore positive and negative conflicts, and decide how conflict can be dealt with in both your work and personal life. The course will provide some basic communication strategies and will promote the development of negotiation and influencing skills. Why attend? • Gain an understanding of conflict and discover strategies on how to manage it • Identify and appropriately respond to personal values, points of view and conflict management styles • Analyse the needs of each party to resolve conflict in a flexible manner • Demonstrate active listening and questioning techniques to negotiate effectively • Use positive influence techniques to result in a ‘win-win’ situation. Who should attend? Anyone who feels that their response to conflict situations could be improved including managers, project managers, supervisors or HR managers. Note: Pre-work will be required prior to attendance on this course. Course details: 2 days 9.00am – 4.30pm

Difficult conversations are common in performance management, discipline, personal issues, redundancy, interpersonal conflict, and customer service. This course equips you with the skills and confidence to handle these conversations effectively for successful outcomes. Why attend? • Understand the critical elements of difficult conversations and learn to recognise your personal stress signals • Learn techniques to stay calm • Initiate difficult conversations positively and focus on achieving mutually beneficial outcomes • Address difficult issues directly while respecting others' viewpoints • Manage your emotions and practice empathy through active listening and effective questioning. Who should attend? Anyone who needs to resolve difficult situations by speaking directly with colleagues, suppliers, or customers, or address interpersonal issues at work. Course details: 1 day 9.00am – 4.30pm

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SAVE 25% ON ALL COURSES AS A CORPORATE MEMBER.

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