Objectives

There are two major myths about conflict: that it always involves anger and that it’s always negative. Conflict can actually be a positive tool for growth if you know how to manage it properly. This one-day course will teach participants just how to do that.

Benefits

• Understand conflict
• Be able to identify the stages of conflict
• Use LECSR to resolve conflict
• Identify other ways to resolve conflict
• Develop personal skills necessary to resolve conflict

Outline

• Defining conflict
• Types of conflict
• Benefits of conflict
• Costs of conflict
• The role of anger in conflict
• The five stages of conflict
• The LECSR tool
• Setting norms and rules
• Seven steps to ironing things out
• Using mediation and facilitation
• Confrontational facilitation
• Managing differences collaboratively
• Asking questions
• Listening skills
• Non-verbal communication
• Problem solving tools
• Managing anger and stress
• Stress management techniques
• Stress management through positive self-talk

Facilitator Profile

Dr Balbir has a wide range of experience both in the non-profit and profit sectors in management and leadership roles. He has been lecturing for 20 years and his prime areas of training are in Customer Service, Creativity, Stress Management, Organizational Psychology, Healthcare, Communications, Interpersonal Relations, Presentation Skills, Leadership and Motivation, Work Psychology and Business English.

Dr Balbir has also facilitated numerous other workshops/seminars centered on life skill programs. He often travels to South-East Asia countries to facilitate lecturer management and social science academic courses to post-graduate and PhD students.

In many ways, he is a coach, educator, facilitator, and consultant. He is sensitive to the learning needs of others, and has a warm and pleasant personality. He sets out to research new teaching methods that would produce self-directed, self-motivated, and self-acting learners – the kind of learners that would be valuable assets to any organization. Apart from his operations and management experiences, he is actively involved in planning, and development of new programs for professionals in the training/education arena. When he is not conducting training sessions, Dr Balbir is a lecturer of undergraduate and postgraduate students in English, Communications, TESOL, Management courses and related Social Science & Education Management modules.

Dr Balbir holds qualifications in Social Science (Psychology), a Masters in HealthCare Management and a Doctorate degree in Education. He is also a certified Instructor in the Train-the-Trainer program. Dr Balbir is a fellow member of the Institute of Healthcare Services, UK and the Institute of Management Specialists, UK. Dr Balbir has worked in the Healthcare industry for 14 years, Education & Training industry for 16 years, and remains active as a Senior Lecturer, involved in business development projects and education consultancy work. He held academic advisory positions at various overseas colleges and is enthusiastically involved in overseas business development in education.