Objectives

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. These are the skills that you will develop in this one-day workshop.

Benefits

• Understand what conflict is and how it can escalate
• Recognize the five most common conflict resolution styles and when to use them
• Increase positive information flow through non-verbal and verbal communication skills
• Develop effective techniques for intervention strategies
• Strengthen staff trust and morale
• Become more confident of your ability to manage conflicts to enhance productivity and performance

Outline

• The pros and cons of conflict
• Types of conflict
• The Johari Window
• The five stages of conflict
• Your conflict resolution style
• The Communication Funnel
• Questioning and listening skills
• Seven steps to ironing things out
• Facilitation skills
• Setting norms
• Making an intervention

Facilitator Profile

Ah Huat is currently a lecturer of Logistics, Management, Marketing, Strategic Management and Human Resource Programs in Diploma, Degree and Post Degree programs. He is also a freelance lecturer and soft skills trainer. His clients include various reputable corporations/business schools/universities in Singapore.

He spent 20 years in Toshiba Singapore Pte developing, training, motivating and leading leaders. Besides speaking regularly to large groups of audience, he is also skilled in counseling and coaching individuals and team leaders. Ah Huat was trained in Japan in the “6 Sigma” technique and also won an award in Singapore while he was a “6 Sigma” project leader in Toshiba. He excelled in his previous tenure with Electrolux, and Rank Xerox, and was recognized as an effective and meticulous trainer.

Ah Huat has wide-reaching experience in organizational change, complexity and effectiveness. He has 35 years of working experience in Strategic Management, Marketing, Technical Staff Management, Call Centre Management and as a specialist in Logistics and Operations Management.

Ah Huat’s training experience includes lecturing at various universities such as Curtin University,Heriot-Watt University), Melior (Central Queensland University), as well as facilitating student/executive groups. Recently, Ah Huat was involved as a trainer with a customized program directed at McDonald managers in EASB.

He graduated from Thames Valley University, U.K., majoring in MIS; and acquired his Chartered Diploma in Marketing from the Chartered Institute of Marketing UK. Ah Huat was also awarded a Master in Business Administration in 1999 from the University of Birmingham, U.K. In addition, he has passed the competencies assessment by IAL(WDA/CPE recognized body), and is an ACTA trained trainer and assessor.