This course draws in effective communication from all areas and has a focus on resolving conflict, not only in the workplace but more generally. The course specifically addresses:

• Communication styles
• Conflict management styles
• The resolution process
• The key communication concepts of rapport, empathy, active listening and questioning
• Why people get angry and how to deal with it
• De-escalation techniques
• Mediation concepts in communication

Like all of our training and development programs, this course is heavily built around real-world scenarios and practicing learnt concepts. There is a focus on experiential learning and practical techniques, rather than theoretical concepts.