Contact Us
Monday, 18th January 2021

Training Materials & Courseware Resource

Login Form

No need to sign up if you have Facebook!

Facebook Login

                    ECABO

                   Accredited training provider

               quality  Certified Courseware

                    payment-method

Instant download training package

Customer-service-training-material  
Vision, Energy & Passion to serve
for only
Price: $199.95  $179.95

click for more details

que

Why buy our training course material packages

investw

Great value for a small investment

custow

100% customizable

customizw

Standalone modules can easily be added to enliven your training material

ideaw

Get new ideas for activities, exercises and games

 

Fun, competitive review game to end on a high note!

downloadw

Download and get it immediately

Click to read more....

Retail excelllence series training package   collection
Now get the complete
3 complete professional retail sales and service training programs
for only

PRICE: $ 539.85 $ 349.95

My self assessment results

QUIZ NAMEPOINTS

myresultsLog in or join for free to see your latest self assessment results

call-toll-free-last

Conflict is a fact of life, it is inevitable, no matter who you are, what you do, we all encounter conflict situations either inside or outside the workplace there is no running or hiding from this fact. But before we start freaking out about being in a conflict situation which will eventually happen sooner or later there are a few facts about conflict that we must understand.

First conflict is not usually a bad thing, just think about it, how many times did it happen to you throughout your life that you had a conflict with someone or started off on the wrong foot and then you ended up being best friends? How many times have you had an argument or a conflict with someone else then after it was resolved your relation became stronger or better than it ever was before ? the fact is that a conflict situation can actually be an opportunity if we choose to look at it this way for us to build stronger relations with others either in or outside our working environment. See also : why we avoid dealing with conflict?


Now that we got this out of the way and before getting into the actual process of resolving conflict, let's look at when is a certain situation or disagreement we have with a colleague, subordinate or supervisor is considered to be a workplace conflict? Certainly not every minor disagreement and some of the major ones as well we may have with a co-worker can be considered as a workplace conflict. There is no rule that says you have to like and be liked by each and every single person in your workplace. Your company doesn't pay you your salary to like and be liked by everybody, sure it's important for the company if all employees are in harmony and get along well, but at the end of the day the company pays you to get the job done so for any situation to qualify as an official workplace conflict it must be hindering or stopping you from doing your job.

 

Train the trainer package

Instant download training package 

Train the Trainer (Click to read more)

Ensuring that trainers are prepared for the task of delivering relevant and useful materials is important. Trainers that have taken the time to consider their own approaches, understandings, and skills will be better.

price: $ 199.95  $ 179.95

 

The Conflict Resolution process :


1. State the problem in a non-defensive manner
Simply stating the problem in a non-defensive way is the natural first step. Find a private area with the other party with whom you have the conflict and simply tell him/her that we do have a conflict situation and lets work together to get it resolved, please tell me honestly what exactly is bothering you and how is that related to me.


2. Listen
Just listen and do all you can to encourage him/her to keep talking , It's very important to stay calm and in control cause he/she can start saying things that may not be exactly true or that you feel them to be so unfair and it's natural to feel you want to jump in there and interrupt this person but it's very important here to resist this urge to interrupt. 

 
3. Ask questions and be sure that both sides of the conflict have been aired and understood
Ask a lot of open ended questions and TED (Tell, Explain, Describe ) questions to get him/her to talk more and explain the situation. Keep asking questions till the other party explained everything from his/her point of view.

 
4. Remain non-defensive
This is the big challenge, staying in control and not letting yourself get defensive while you are hearing possible untrue and unfair comments being made about you personally and resisting the urge for defending yourself because the right time to do so did not come yet.


5. Perception is 100% of the Conflict
Remember that perception is 100% of the conflict and must be dealt with in order to solve the issue and move on. Keep in mind that this person's perception is their own reality, try to see things from their view point.


6. Get Permission to tell your side of the conflict
it's important to get permission first to tell your side of the conflict to make a point and make sure you both know that he/she has finished saying everything and now it's your turn. This should make him/her listen to you and give you a chance to tell your side of the story.

7.  Focus on Behavior not personality
Always keep your conversation focused on specific behaviors rather than on personality judgments you have about the other person's personality.

8. Be specific and provide evidence
Try to include evidence to back up your case and don't forget to be specific and avoid generalizations. Remember Specificity provides answers while vagueness creates questions.


9. Agree on what the problem is
Try your best to agree both on what the specific problem is. It is very important to have concurrence from both parties to agree to what exactly is the problem.

10. Agree on a solution and plan of action
Agree together on a mutually convenient compromise and put the action plan together of who does what.

11. Follow up
Schedule a follow-up meeting to see if the proposed solution and plan of action is effective or do we need to try something else.

 
12.  Keep the dialogue going
Remember you never know maybe you will end up being best friends, it happened a million times before.

Language to use and avoid during the above conflict resolution process

Be specific and avoid vague language

Be as clear and specific as you can be. Avoid language that can be interpreted differently by the parties, such as the following:

✓ As soon as possible
✓ If necessary
✓ Wherever appropriate
✓ When convenient
✓ More or less

Remember!  Specificity provides answers, while vagueness creates questions . Be specific! Use language such as the following:

✓ By (date and time)
✓ No later than
✓ Completed on
✓ Via company e-mail


Related articles

Defining Lateral thinking,parallel thinking , creativity and innovation

What is Lateral Thinking ?The term Lateral Thinking was invented by Dr. Edward de Bono in 1967 and is defined by the Oxford English Dictionary as “ a way of thinking which seeks the solution to ...

2012-02-26 13:40:35

Creativity, Problem solving , Decision making & Lateral Thinking

Defining Lateral thinking / Parallel thinking / Creativity & innovationClearing out the confusion, this article clearly explains the differences between parellel, lateral thinking as well as ...

2013-02-10 13:55:27

8 Blocks to Creative Thinking

Beware of the following 8 blocks , these are the main stumbling blocks that hold us back from getting in touch with our innate creativity. Remember! we are all creative. but in addition to the ...

2012-02-26 12:26:32

De Bono's 6 thinking hats

Dr Edward de Bono studied medicine at Christ Church, Oxford, where he gained an honours degree in psychology and physiology. He also holds a PhD from Cambridge and has held appointments at the ...

2012-02-26 08:23:00

Force Field Analysis

 A Decision Making tool  Force-Field Analysis is a tool for studying a situation that you want to change. The method was first described by Kurt Lewin and is based on the observations ...

2012-02-27 19:57:55

Brainstorming Ground rules

For a brainstorming session to be successful, some ground rules should be set and followed by the group, when we say ground rules here we do not mean putting any restrictions on the solutions the ...

2012-02-26 10:54:18

SCAMMPERR - As a creativity tool

Michael Michalko is a creativity expert who leads creative-thinking workshops, seminars and sessions for clients around the world. After leaving military service, he applied the creative-thinking ...

2012-02-26 18:55:35

Fishbone / Cause & Effect Diagrams

This is a simple yet powerful method of visually recording possible causes and relating effect. These help detailed investigation of processes responsible for quality problems.They provide a ...

2012-02-27 18:08:10

all courseware packages

No need to sign up if you have Facebook!

Facebook Login

Call us on our toll free

Sales excelllence series training package
Now get the complete
3 complete professional sales training programs
for only 

PRICE: $539.85 $349.95

How it works?

 

Choose your training package

 

Add to shopping cart

 

Pay using any major debit or credit card or using paypal

 

You will be taken to a download page to instantly download your purchase (You will also receive your download links by email)

 

Unzip the file/s and get all your documents in MS office format



training materials questions

pp ads

Call Center excelllence series training package    
Now get the complete
4 complete professional Call Center training programs
for only  

PRICE:  $719.85 $449.95

Training Articles

08 Feb

World Class Customer ...

Delivering world class customer care means having the capacity to provide a ...

Read details
20 Aug

Using NLP Anchoring technique ...

What is  NLP Anchoring? (How to use it in a sales setting?) The idea is simple, get ...

Read details
11 Feb

Coaching for Better ...

Coaching is an ongoing process of working with employees to help them improve their ...

Read details

Get all available programs and save !! 

For only $2995.95

 allcourses   +  all mini courses
30 Full Courses   6 Mini Courses 

 GET IT ALL NOW!

Most Popular Articles

08 Feb

World Class Customer ...

Delivering world class customer care means having the capacity to provide a ...

Read details
20 Aug

Using NLP Anchoring technique ...

What is  NLP Anchoring? (How to use it in a sales setting?) The idea is simple, get ...

Read details
11 Feb

Coaching for Better ...

Coaching is an ongoing process of working with employees to help them improve their ...

Read details
   communication-negotiation-presentation-conflict-resolution skills
Now get the complete
4 complete training packages for one low price
 
for only

PRICE: $719.95 $449.95

Testimonials

The workshop is very well constructed, in a logical sequence and the content encompasses all the latest ideas and research.Ultimately a fantastic workshop to either deliver or participate in.                                                                    

Nige O'Shea FIMI, Professional Inspirations Ltd. UK

TrainingCourseMaterial.com's programs provide comprehensive information in a visually interesting format. Participants benefit from interactive activities that reinforce the content and making learning fun.

Jeanne Parks, Trainer & Business consultant, San Francisco, USA

TrainingCourseMaterial.com have worked hard to create a totally tailored training solution for Mobile Telephony retail managers and sales teams. By creating high impact visuals and with varied and intelligent use of ...

Craig Hines, innov8 Performance Limited, UK

I have purchased the 3 training programmes of the Complete Communications Excellence Series. I consider that the GBP 99 cost represents excellent value for money and the materials are of a high quality...

Alan Lloyd, Team Leader,EU Support to Civil Society Project

Contact Information

  • 12728 Mustang Rd Houston
    Texas USA 77057
  • (800) 561-9405

 TRAINING COURSE MATERIALS

 Full courses (1-2 day courses)

  Administrative Assistant Skills

  Anger Management

  Building High Performing Teams

  Business Etiquette

  Call Control

  Change Matters

  Coaching People For Better Performance

  Communicating with Clarity & Impact

  Conflict Resolution

  Creative Problem Solving & Decision Making

  Emotional Intelligence

  Find a way to say YES!

  Front Line Retail Selling Skills

  Handling angry and difficult callers

  Lead, Motivate & Inspire

  Marketing Essentials

  Managing People

  Negotiating for Results

 New college instructor orientation

  Passionate Retail Experts

  Pathways to service excellence

  Presenting With Impact

  Professional Selling Skills

  Retail Sales Planning & Forecasting

  Sales Management

  Sales Territory Planning & Routing

  Setting Others For Success

  Successful Telephone Debt Collection

  Time Management

  Train The Trainer

  Vision, Energy & Passion to Serve

  Workplace Diversity & Inclusion Training

 Mini courses (half day modules)

  Professional Business Writing

  Communication Skills

  Motivating People

  Professional Sales Questioning

  Sales Forecasting

  Ten Best Practice Customer Service Techniques

 

 

 Complete Packages

  Retail excellence series®

  Customer Service excellence series®

  Communication excellence series®

  Sales excellence series®

  Call Center excellence series®

  The Presenter-Trainer Package

 

 

  Get All Packages

(Get all available programs for one low price)