Anticipate and Resolve Conflict

This course helps you anticipate and resolve challenging conversations and negotiations. It’s designed to make sure that you’re confident and in control during these conflicts to increase the chances of reaching a successful outcome. It also helps you make sure that the people you’re engaging with have a good experience during those conversations and negotiations, leading to win-win outcomes and strong ongoing relationships.

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In this course, you will

Identify an opportunity
Identify an area in your business to anticipate and resolve conflict as well as develop this plan with the support of your project advisor.
Use the right methods
Gain a clear understanding of anticipating and resolving conflict and apply a range of templates and toolkits to your guided project.
Develop relevant skills
Develop and improve a selection of key skills relevant to effectively anticipating and resolving conflict in your business.

5 steps to success

16-20 hours over 6+ weeks

*Step 1 • 2-3 hrs*
**Find an opportunity**
Identify an area in your business in which to resolve a conflict and develop a plan with the support of your project advisor.

*Step 2 • 5-6 hrs*
**Project preparation**
Research, assess, and reflect on possible approaches you can take, then draft an actionable project plan you can talk through with your project advisor. Fine-tune it based on their feedback.

*Step 3 • 6-8 hrs*
**Complete your project**
Work through your plan to achieve the outcome(s) defined in your project goal set at the beginning of your course.

*Step 4 • 2 hrs*
**Review how it went**
Discuss the results with your project advisor and highlight areas of success that your business can scale-up and use with a greater impact in the future.

*Step 5 • 1 hr*
**Showcase**
Use the STAR (Situation, Task, Action and Results) model to illustrate your achievements and key conclusions, then share them with your team.

Help is always available

Project advisor support

Invaluable insider insights from your project advisor.

Up to 3 hours of 1-2-1 support.

Guides & resources

Switch on to our online library to access authentic case studies, proven business models, and practice scenarios that will help you test and deliver your plan.

Up to 4 hours of content.

Examples of tools and templates you will be introduced to

The CAN Inventory

Learn Consciousness, Acknowledge, Now – a strategy for taking control of your response to conflict.

The Thomas-Kilman Model

Discover the five modes for managing conflict to help you consider which you will adopt – and why.

Negotiation Preparation - Focus and PIN

Use Focus and PIN (Positions, Interests, Needs) to clarify top and bottom lines and where you have wiggle room.

Expansive Listening

Understand the components of expansive listening to create opportunities for empowerment and recognition.

Power skills you will develop

Collaboration

Engage with others to achieve shared objectives notwithstanding differences of opinion. Identify shared interests and needs. Negotiate differences and identify options for mutual and collective gain.

Communication

Listen deeply to and understand the needs and perspectives of others. Communicate the core (factual, emotional and relational) issues at play.

Critical thinking

Evaluate information and use it to anticipate issues and develop a strategy for conflict resolution.

Emotional intelligence

Develop empathy and trust. Distinguish one’s own emotional responses from that of others.

Self-awareness

Recognize and take responsibility for one’s own contribution to the escalation or potential escalation of tensions. Review, amend and learn from one’s own actions.

On completion you will have

Discovered ways to anticipate and resolve conflict

Demonstrated live project experience around a key opportunity in your business that aids conflict resolution.

Transferable skills to use across your business

Gained proficiency in critical skills crucial to anticipating and resolveing conflict that supports your career development.

Resources you can turn to again and again

A structured business plan with templates that you can download and use in future projects.

Credly badge

A Credly badge that certifies your competence in resolving conflicts effectively.

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