MC_CONFLICT Conflict resolution

Our 'Conflict Resolution' masterclass is designed to equip you with the essential skills necessary to navigate and resolve intricate or heightened complaints and disputes. 

Whether you're confronted with managing an irate customer's concerns or adeptly diffusing tensions among staff members, this comprehensive training will provide you with the tools to apply emotional intelligence and strategic approaches to achieve harmonious solutions. Through real-world scenarios and interactive learning experiences, you'll gain the expertise needed to transform challenging situations into opportunities for growth and collaboration.
 
Target Audience:
The masterclass is primarily intended for senior operational personnel, supervisors, and managers who have some level of independence, discretion, and judgment to handle conflicts, however, lower-level personnel can benefit from these learnings due to the contexts experience across hospitality industry workplace environments.

Our masterclasses are tailored to provide in-house training for businesses. A masterclass session can accommodate groups of up to 15 participants per workshop.
 
Learning Outcomes:
  • Understand conflict dynamics and define the nature and sources of conflicts that commonly arise in the tourism, travel, hospitality, and event sectors.
  • Understand the ethical implications and legal boundaries associated with managing conflicts.
  • Recognise the stages of conflict escalation and the factors contributing to it.
  • Identify and manage challenging behaviours and personalities that may contribute to conflicts.
  • Apply effective communication strategies and negotiation techniques to resolve conflicts.
  • Apply critical thinking and problem-solving strategies to support mutually beneficial outcomes.
  • Apply emotional intelligence principles to defuse tense situations.
  • Mediate and Facilitate Discussions between conflicting parties, fostering cooperation.
  • Document and report resolutions and approaches to conflict management.
 

Upcoming QLD Workshops

There are no upcoming instances for this course.

Upcoming NSW Workshops

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Upcoming ACT Workshops

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Upcoming Workshops (All States)

There are no upcoming instances for this course.