Conflict Resolution: Dealing With Difficult People Online Bundle, 5 Certificate Courses
Learn the Basics of Conflict Resolution
NOW ONLY
£283
Save £847 (75%)OFF RRP £1130
Learn the Basics of Conflict Resolution - 5 Courses in this Bundle
-
Conflict Resolution: Dealing With Difficult People
-
Leadership Skills for Supervisors: Communication, Coaching & Conflict
-
Influence & Persuasion
-
Crisis Management
-
Problem Solving and Decision Making
1. Conflict Resolution: Dealing With Difficult People: Learn the Basics of Conflict Resolution
Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.
In our Workplace Conflict Settlement Classes you will learn: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.
2. Leadership Skills for Supervisors: Communication, Coaching, and Conflict: Master The Three Fundamental Skills Of Leadership
There are three fundamental skill areas that all leaders need to master: communication, coaching, and conflict. This introductory workshop will give you basic skills in all three areas.
In this conflict resolution training course, you will learn about coaching models, conflict resolution techniques, and ways to communicate with your employees. You will also complete Velsoft’s signature leadership assessment to help you identify how to connect with others. As a bonus, you will receive an introduction to some important leadership theories, including the Situational Leadership II® model and servant leadership.
3. Influence and Persuasion: Speak With Persuasion And Become Influential
When we talk about influence and persuasion, we often talk about marketing and sales. However, we influence in many ways and with great frequency. This course will teach you how to speak with influence and persuasion.
In this course, you will learn how to speak persuasively, communicate with confidence, build rapport, develop a strong presentation, and leverage storytelling. You’ll also receive an introduction to basic neuro linguistic programming techniques.
4. Crisis Management: Be Ready For Emergencies
Viable organizations need to be ready for emergencies because they are a fact of doing business. This course will show you how to create a crisis management plan that will help your business prevent, respond to, and recover from all types of crises.
To begin this course, you will learn how to put the right people in place with a crisis management team and appropriate training. Then, you will learn how to identify and assess crisis risks, develop a response process, and gather appropriate resources. You will also learn how to respond to, document, and investigate crises; establish an emergency operations center; create a continuity plan; and recover from a crisis.
At the end of this Crisis Management course, you will be able to:
- Assign people to an appropriate crisis team role.
- Conduct a crisis audit.
- Establish the means for business continuity.
- Determine how to manage incidents.
- Help your team recover from a crisis.
- Apply the process in practical exercise.
5. Problem Solving and Decision Making: Work Your Way Through Tough Decisions
Despite all the natural decision making and problem solving that we do, some people are very uncomfortable with having to make decisions. This course will show you how to find creative solutions with a process to identify options, research them, and then put things together in a way that works.
In this course, you will learn a three-phase problem solving process that you can apply to any situation. You will also learn techniques for creative thinking, how to make good group decisions, and ways to follow up on and evaluate decisions.
After you complete this Problem Solving and Decision Making course, you will be able to:
- Apply problem solving steps and tools.
- Analyze information to clearly describe problems.
- Identify appropriate solutions.
- Think creatively and be a contributing member of a problem solving team.
- Select the best approach for making decisions.
- Create a plan for implementing, evaluating, and following up on decisions.
- Avoid common decision-making mistakes
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review at any time.
Conflict Resolution: Dealing With Difficult People Online Bundle, 5 Courses includes the following courses, below is a summary of each course:
Course 1 - Certificate In Conflict Resolution: Dealing With Difficult People Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Conflict as Communication
- Understanding Conflict
- Do We Have To Fight?
- What is A Conflict?
- How About Avoidance?
- Self-Assessment
- Initiating the Move
Session 3: Benefits of Confrontation
- To Talk or Not to Talk
- Determining Your Involvement
- Reciprocal Relationships
- Pre-Assignment Review
- Improving Relationships
Session 4: Preventing Problems
- The Importance of Empathy
- Dangerous Misconceptions
- How You Prevent Problems
- Preventing Problems
Session 5: Getting Focused
- Getting to the Heart of the Matter
- What's Missing?
- Peeling to the Core
- The Three F's
- Facts
- Frequency
- Frustrated Relationship
Session 6: Managing Anger
- Coping Strategies
- Expressing Anger
- Dealing with Other People's Anger
- Guidelines for Assertive Anger
- Start Positively
- Be Direct
- Specify the Degree of Anger
- Don't Accuse Others of Making You Angry
- Share Your Feelings of Threat and Fear
- Acknowledge Your Responsibility
- Avoid Self-Put Downs
- Self-Protective Techniques to Block Criticism
Session 7: Dealing with Problems
- Dealing with Problems
- Working With the Suggestions
- Explaining the Suggestions
- Causes of Difficult Behavior
- The Difficulty of Others
- Dealing with Others
Session 8: The Three-Step Conflict Resolution Model
- The Three-Step Model
- Research
- Presentation
- Presentation – What to Do
- Take Action
- Getting the Hang of Things
Session 9: Practice Makes Pretty Good
- Planning: Step 1 - Research
- Planning: Step 2 - Presentation
- Planning: Step 3 - Take Action
Session 10: Changing Yourself
- Negative vs. Positive Interactions
- Negative Interaction
- Positive Interaction
- Take the Wheel!
- Walking Away
- Your Organization
- Dealing with Negative Feelings
- Put Yourself in Charge of You
- Monitor Your Self-Talk
- Be in Control
- Work on Your Sense of Humor
- Have a Support Team
Session 11: Why Don't People Do What They Are Supposed To?
- The Big Question
- Answering the Question
Session 12: De-Stress Options to Use When Things Get Ugly
- Belly Breathing
- Visualize
- Music
- Acupressure and Massages
- Laughter
- General Coping Thoughts When Things Get Messy
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 2 - Certificate In Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Pre-Assignment Review
- Making Connections
Session 3: Whats Your Type? How About Mine?
- Seeking Information
- Identifying Your Characteristics and Preferences
- Questionnaire
- What Does it Mean To Have a Number?
- Mostly As – Inquiring Rationals, Part One
- Mostly As – Inquiring Rationals, Part Two
- Mostly Bs – Authentic Idealists, Part One
- Mostly Bs – Authentic Idealists, Part Two
- Mostly Cs – Organized Guardians, Part One
- Mostly Cs – Organized Guardians, Part Two
- Mostly Ds – Resourceful Artisans, Part One
- Mostly Ds – Resourceful Artisans, Part Two
- Whats Important?
- Debrief
- Understanding Introverts and Extroverts
- Questionnaire
- Using the Continuum
- Case Study
Session 4: Understanding Leadership
- About Leadership
- The Situational Leadership II® Model
- Understanding Your Comfort Zone
- Choosing Our Style
- The Cyclical Process
- Managing Performance
- Making Connections
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- First Day Disasters
- Considering the Consequences
Session 5: Manage Your Time and Your Energy
- Introduction
- Larks and Owls
- SPIRIT Goals
- Organizing Your Workspace, Part One
- Organizing Your Workspace, Part Two
- Organizing Your Workspace, Part Three
- Our Top Time Management Tip
Session 6: The Commitment Curve
- The Big Picture
- The Phases of the Curve
- Stages of the Curve
- Stage One: Uninformed Optimism
- Stage Two: Informed Pessimism
- Stage Three: Hopeful Realism
- Stage Four: Informed Optimism
- Summary
- What Can Be Done to Bridge the Commitment Gap?
Session 7: Employee Development Models
- The Coaching Model
- Step One: Frame a Conversation, Part One
- Step One: Frame a Conversation, Part Two
- Step Two: Create Opportunities
- Step Three: Create an Action Plan
- Step Four: Give Feedback, Part One
- Step Four: Give Feedback, Part Two
- The Dialogue Model
- Defining I Messages
- Building the Message
- Description Techniques
- The Consequences and Benefits Matrix
Session 8: Dealing with Conflict and Difficult Issues
- Reflection
- Techniques for Resolving Conflict
Session 9: What Successful Leaders Do
- Secrets to Success
- Creating the Right Environment
- Making Connections
- Practices to Practice
- Making Connections
Session 10: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Certificate In Influence and Persuasion Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment-Article
- Pre-Assignment-Questions
Session 2: Understanding Persuasion
- How Persuasion Works
- Predictability
- Reciprocation
- Consistency and Commitment
- Social Evidence
- Authority
- Liking
- Scarcity
- Self-Interest
- Pre-Assignment Review
Session 3: Preparing to Persuade
- Pushing and Pulling
- Communicating with Confidence
- Have a Purpose
- Have an Outcome
- Make Sure the Receiver is Ready
- Apply Positive Intent
- Words to Watch Out For
- Your Inner Self Talk
- Frame of Reference
- Suspending Belief
Session 4: Getting Off on the Right Foot
- Building Rapport
- About Rapport
- Establish and Maintain Rapport
- Matching and Mirroring
- Body Language
- Voice Characteristics
- Pacing
- Scenario One
- Scenario Two
- Leading
Session 5: Presentation Strategies
- Five Points for Any Presentation
- The Five S Framework
- Preparing with the Five S Pattern
Session 6: Using Stories to Persuade
- The Importance of Story
- Stories Have to Make You Stand Out
- Your Story has to be Believable
- Storytelling Works When it Makes Something More
- Have a Beginning, Middle, and End
- Be Conscious of Our Attention Span
- Storytelling Time
Session 7: Using Neuro Linguistic Programming
- Defining Neuro Linguistic Programming
- Neuro + Linguistic + Programming =
- So What Does it Mean?
- A Brief History
- Understanding Common NLP Terms
- Embedding Positive or Negative Commands
- Storytelling Time
- Influencing Outcomes
- Presuppositions as Questions
- Insightful Sentences
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Crisis Management
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Problem Solving and Decision Making
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment: Introduction
- Pre-Assignment: Case Study
- Pre-Assignment: Making Connections
- Pre-Course Assessment
Session 2: Definitions
- Pre-Assignment: Defining Problem Solving
- Classifying Problems
- Problem Identification
- Eight Essentials to Defining a Problem
- Problem Solving in Action
Session 3: Making Decisions
- What it Means
- Three Types of Decisions
- Advice from an Expert
- Facts vs. Information
- Eight Ingredients for Good Decision Making
- Decision-Making Traps
Session 4: Getting Real
- Introduction
- Case Study
- Questions
Session 5: The Problem Solving Model
- Model Overview
- Another Perspective
- Keeping an Open Mind
- Solving Problems the Right Way
- Real Problems
- Making Connections
- Phase One
- Definition
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Evaluation
- Decision Making
- Phase Three
- Solution Planning Worksheet
Session 6: Case Study
- Case Study
- Making Connections
Session 7: The Problem Solving Toolkit
- The Basic Tools
- Criteria
- Legitimizing Problems and Positions
- The Communication Funnel
- The Fishbone, Part One
- The Fishbone, Part Two
- Degrees of Support
- About Brainstorming
- Before Brainstorming
- During Brainstorming
- After Brainstorming
- Limitations of Brainstorming
- Brainwriting
- Step One: Create a List
- Step Two: Create the Diagram
- Step Three: Link and Categorize
- Step Four: Finalize and Review
- Brainstorming and Brainwriting
- More Methods
Session 8: Aspirinia
- Introduction
- Individual Action Steps
Session 9: Swotting Up
- SWOT Analysis
- SWOT Matrix
- SWOT Checklist
- Individual Analysis
Session 10: Making Good Group Decisions
- Working Toward the Decision
- Model Review
- Decision Frames
- Stepladder Technique
- The Delphi Technique
- Nominal Group Technique
- Avoiding Fatal Mistakes
- Fighting the Status Quo
Session 11: Analyzing and Selecting Solutions
- Selecting Criteria
- Deciding on Wants/Needs
- The Cost-Benefit Analysis
- Creating a Cost-Benefit Analysis
- Making Connections
- Creating a Cost-Benefit Analysis
Session 12: Planning and Organizing
- Introduction
- Follow-Up Analysis
- Evaluate
- Adapt, Close, and Celebrate
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
Customer Reviews
| 5 star | 31% | |
| 4 star | 28% | |
| 3 star | 31% | |
| 2 star | 6% | |
| 1 star | 4% |
Nelson Samuel Barrios
4 June 2021 11:44:48 AM
Great Program
Robert Patton
19 January 2021 04:54:47 PM
Very informative course
Alexandra Louise Bunton
29 October 2020 05:08:55 PM
This Short Course offered valuable information on how to successfully and effectively resolve conflict which has given me better understanding and confidence should I need to facilitate conflict in the future.
Eric Vera
20 October 2020 09:52:56 AM
So many great tools, I will definitely review these and implement them in the future! Thank you
Georgina Scholz
23 July 2020 02:41:10 PM
Just Loved this one ! Just love how you have it set out
Thanks so much
Stephen Burt
27 June 2020 05:02:05 AM
Great info
Melissa Louise cornish
28 March 2020 01:33:38 PM
This is a great way to learn skills you didn’t even k if you needed about resolving conflict in the work place as well as in the home
corallee yeo
3 October 2019 03:20:58 PM
awesome
Chavone C Simmonds
18 July 2019 03:59:29 AM
Great class very insightful
Cole Adegoke
21 April 2019 02:11:34 AM
I found this course Amazingly useful
Lance Guthrie
31 January 2019 07:37:23 PM
A fantastic & very easy to follow course. I feel well prepared to handle any situation of conflict
Pagan Jane Macdonald
1 September 2018 01:18:12 PM
easy to understand and follow the information :)
Anthony Leifi
17 March 2018 11:01:25 AM
This is the best I ever came cross and it has open helped with my job.
Dawn Correll
28 July 2017 03:21:46 AM
Great course!
Maria Eugenia Rosas Ramirez
6 March 2016 02:00:22 PM
I love the simplicity of the material, de diagrams and the downloads!
Cindy Couper
26 August 2021 10:43:40 AM
Good practical advice. Clear to understand
Lisa Coe
10 November 2016 01:43:37 PM
Quick & easy, great course.
Leanne Bellamy
29 October 2021 09:27:44 AM
very informative ive learnt alot thank you
Emily Kilmon
12 March 2021 06:13:56 AM
Good information, easy to understand format
Ashley Sultana
7 August 2020 09:22:15 PM
Gave a good overview of the subject
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About this Course |
 |
Learn the Basics of Conflict Resolution - 5 Courses in this Bundle
-
Conflict Resolution: Dealing With Difficult People
-
Leadership Skills for Supervisors: Communication, Coaching & Conflict
-
Influence & Persuasion
-
Crisis Management
-
Problem Solving and Decision Making
1. Conflict Resolution: Dealing With Difficult People: Learn the Basics of Conflict Resolution
Sometimes it seems like the world is full of difficult people. While it might seem that the easiest remedy is to lock yourself up at home and avoid people, we eventually have to pick up the phone or step outside and interact with someone. This course will give you practical tools to deal with difficult people.
In our Workplace Conflict Settlement Classes you will learn: Dealing With Difficult People course, you will learn the benefits of conflict, techniques for getting to the heart of the matter, anger and stress management tips, and ways to improve your own attitude. You’ll also learn a practical three-step model that will help you resolve conflict in a positive manner.
2. Leadership Skills for Supervisors: Communication, Coaching, and Conflict: Master The Three Fundamental Skills Of Leadership
There are three fundamental skill areas that all leaders need to master: communication, coaching, and conflict. This introductory workshop will give you basic skills in all three areas.
In this conflict resolution training course, you will learn about coaching models, conflict resolution techniques, and ways to communicate with your employees. You will also complete Velsoft’s signature leadership assessment to help you identify how to connect with others. As a bonus, you will receive an introduction to some important leadership theories, including the Situational Leadership II® model and servant leadership.
3. Influence and Persuasion: Speak With Persuasion And Become Influential
When we talk about influence and persuasion, we often talk about marketing and sales. However, we influence in many ways and with great frequency. This course will teach you how to speak with influence and persuasion.
In this course, you will learn how to speak persuasively, communicate with confidence, build rapport, develop a strong presentation, and leverage storytelling. You’ll also receive an introduction to basic neuro linguistic programming techniques.
4. Crisis Management: Be Ready For Emergencies
Viable organizations need to be ready for emergencies because they are a fact of doing business. This course will show you how to create a crisis management plan that will help your business prevent, respond to, and recover from all types of crises.
To begin this course, you will learn how to put the right people in place with a crisis management team and appropriate training. Then, you will learn how to identify and assess crisis risks, develop a response process, and gather appropriate resources. You will also learn how to respond to, document, and investigate crises; establish an emergency operations center; create a continuity plan; and recover from a crisis.
At the end of this Crisis Management course, you will be able to:
- Assign people to an appropriate crisis team role.
- Conduct a crisis audit.
- Establish the means for business continuity.
- Determine how to manage incidents.
- Help your team recover from a crisis.
- Apply the process in practical exercise.
5. Problem Solving and Decision Making: Work Your Way Through Tough Decisions
Despite all the natural decision making and problem solving that we do, some people are very uncomfortable with having to make decisions. This course will show you how to find creative solutions with a process to identify options, research them, and then put things together in a way that works.
In this course, you will learn a three-phase problem solving process that you can apply to any situation. You will also learn techniques for creative thinking, how to make good group decisions, and ways to follow up on and evaluate decisions.
After you complete this Problem Solving and Decision Making course, you will be able to:
- Apply problem solving steps and tools.
- Analyze information to clearly describe problems.
- Identify appropriate solutions.
- Think creatively and be a contributing member of a problem solving team.
- Select the best approach for making decisions.
- Create a plan for implementing, evaluating, and following up on decisions.
- Avoid common decision-making mistakes
Receive Lifetime Access to Course Materials, so you can review at any time.
For comprehensive information on units of study click the units of study tab above.
This is an incredible opportunity to invest in yourself and your future, sharpen your training skills and learn what it takes to create your own success with Courses For Success Today!
Course Fast Facts:
- All courses are easy to follow and understand
- Only 6 to 8 hours of study is required per course
- Unlimited lifetime access to course materials
- Study as many courses as you want
- Delivered 100% on-line and accessible 24/7 from any computer or smartphone
- You can study from home or at work, at your own pace, in your own time
- Certificates
Course Delivery
Courses are accessed online via our learning management system by any device including PC, MAC, tablet or Smart Phone.
Recognition & Accreditation
The courses offered by Courses For Success are unique as they are taught in a step by step process enabling students to complete them quickly and easily, so that you can obtain your qualification sooner. All students who complete the course receive a certificate of completion. Courses For Success is committed to high completion rates and therefore 100% student satisfaction.
Receive Lifetime Access to Course Materials, so you can review at any time.
Conflict Resolution: Dealing With Difficult People Online Bundle, 5 Courses includes the following courses, below is a summary of each course:
Course 1 - Certificate In Conflict Resolution: Dealing With Difficult People Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Conflict as Communication
- Understanding Conflict
- Do We Have To Fight?
- What is A Conflict?
- How About Avoidance?
- Self-Assessment
- Initiating the Move
Session 3: Benefits of Confrontation
- To Talk or Not to Talk
- Determining Your Involvement
- Reciprocal Relationships
- Pre-Assignment Review
- Improving Relationships
Session 4: Preventing Problems
- The Importance of Empathy
- Dangerous Misconceptions
- How You Prevent Problems
- Preventing Problems
Session 5: Getting Focused
- Getting to the Heart of the Matter
- What's Missing?
- Peeling to the Core
- The Three F's
- Facts
- Frequency
- Frustrated Relationship
Session 6: Managing Anger
- Coping Strategies
- Expressing Anger
- Dealing with Other People's Anger
- Guidelines for Assertive Anger
- Start Positively
- Be Direct
- Specify the Degree of Anger
- Don't Accuse Others of Making You Angry
- Share Your Feelings of Threat and Fear
- Acknowledge Your Responsibility
- Avoid Self-Put Downs
- Self-Protective Techniques to Block Criticism
Session 7: Dealing with Problems
- Dealing with Problems
- Working With the Suggestions
- Explaining the Suggestions
- Causes of Difficult Behavior
- The Difficulty of Others
- Dealing with Others
Session 8: The Three-Step Conflict Resolution Model
- The Three-Step Model
- Research
- Presentation
- Presentation – What to Do
- Take Action
- Getting the Hang of Things
Session 9: Practice Makes Pretty Good
- Planning: Step 1 - Research
- Planning: Step 2 - Presentation
- Planning: Step 3 - Take Action
Session 10: Changing Yourself
- Negative vs. Positive Interactions
- Negative Interaction
- Positive Interaction
- Take the Wheel!
- Walking Away
- Your Organization
- Dealing with Negative Feelings
- Put Yourself in Charge of You
- Monitor Your Self-Talk
- Be in Control
- Work on Your Sense of Humor
- Have a Support Team
Session 11: Why Don't People Do What They Are Supposed To?
- The Big Question
- Answering the Question
Session 12: De-Stress Options to Use When Things Get Ugly
- Belly Breathing
- Visualize
- Music
- Acupressure and Massages
- Laughter
- General Coping Thoughts When Things Get Messy
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 2 - Certificate In Leadership Skills for Supervisors: Communication, Coaching, and Conflict Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
Session 2: Pre-Assignment Review
- Making Connections
Session 3: Whats Your Type? How About Mine?
- Seeking Information
- Identifying Your Characteristics and Preferences
- Questionnaire
- What Does it Mean To Have a Number?
- Mostly As – Inquiring Rationals, Part One
- Mostly As – Inquiring Rationals, Part Two
- Mostly Bs – Authentic Idealists, Part One
- Mostly Bs – Authentic Idealists, Part Two
- Mostly Cs – Organized Guardians, Part One
- Mostly Cs – Organized Guardians, Part Two
- Mostly Ds – Resourceful Artisans, Part One
- Mostly Ds – Resourceful Artisans, Part Two
- Whats Important?
- Debrief
- Understanding Introverts and Extroverts
- Questionnaire
- Using the Continuum
- Case Study
Session 4: Understanding Leadership
- About Leadership
- The Situational Leadership II® Model
- Understanding Your Comfort Zone
- Choosing Our Style
- The Cyclical Process
- Managing Performance
- Making Connections
- Servant Leadership
- Making Connections
- Onboarding and Orientation
- First Day Disasters
- Considering the Consequences
Session 5: Manage Your Time and Your Energy
- Introduction
- Larks and Owls
- SPIRIT Goals
- Organizing Your Workspace, Part One
- Organizing Your Workspace, Part Two
- Organizing Your Workspace, Part Three
- Our Top Time Management Tip
Session 6: The Commitment Curve
- The Big Picture
- The Phases of the Curve
- Stages of the Curve
- Stage One: Uninformed Optimism
- Stage Two: Informed Pessimism
- Stage Three: Hopeful Realism
- Stage Four: Informed Optimism
- Summary
- What Can Be Done to Bridge the Commitment Gap?
Session 7: Employee Development Models
- The Coaching Model
- Step One: Frame a Conversation, Part One
- Step One: Frame a Conversation, Part Two
- Step Two: Create Opportunities
- Step Three: Create an Action Plan
- Step Four: Give Feedback, Part One
- Step Four: Give Feedback, Part Two
- The Dialogue Model
- Defining I Messages
- Building the Message
- Description Techniques
- The Consequences and Benefits Matrix
Session 8: Dealing with Conflict and Difficult Issues
- Reflection
- Techniques for Resolving Conflict
Session 9: What Successful Leaders Do
- Secrets to Success
- Creating the Right Environment
- Making Connections
- Practices to Practice
- Making Connections
Session 10: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 3 - Certificate In Influence and Persuasion Online Course
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment-Article
- Pre-Assignment-Questions
Session 2: Understanding Persuasion
- How Persuasion Works
- Predictability
- Reciprocation
- Consistency and Commitment
- Social Evidence
- Authority
- Liking
- Scarcity
- Self-Interest
- Pre-Assignment Review
Session 3: Preparing to Persuade
- Pushing and Pulling
- Communicating with Confidence
- Have a Purpose
- Have an Outcome
- Make Sure the Receiver is Ready
- Apply Positive Intent
- Words to Watch Out For
- Your Inner Self Talk
- Frame of Reference
- Suspending Belief
Session 4: Getting Off on the Right Foot
- Building Rapport
- About Rapport
- Establish and Maintain Rapport
- Matching and Mirroring
- Body Language
- Voice Characteristics
- Pacing
- Scenario One
- Scenario Two
- Leading
Session 5: Presentation Strategies
- Five Points for Any Presentation
- The Five S Framework
- Preparing with the Five S Pattern
Session 6: Using Stories to Persuade
- The Importance of Story
- Stories Have to Make You Stand Out
- Your Story has to be Believable
- Storytelling Works When it Makes Something More
- Have a Beginning, Middle, and End
- Be Conscious of Our Attention Span
- Storytelling Time
Session 7: Using Neuro Linguistic Programming
- Defining Neuro Linguistic Programming
- Neuro + Linguistic + Programming =
- So What Does it Mean?
- A Brief History
- Understanding Common NLP Terms
- Embedding Positive or Negative Commands
- Storytelling Time
- Influencing Outcomes
- Presuppositions as Questions
- Insightful Sentences
Session 8: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 4 - Crisis Management
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment
- Burst Water Pipe
- Call Center
Session 2: What is Crisis Management?
- Defining Terms
- What Makes a Crisis?
- The Crisis Management Team
- Creating the Team
Session 3: Training Leaders and Staff
- Training Essentials
- Three Pronged Approach
- Conducting Training
Session 4: Conducting the Crisis Audit
- Why Audit?
- Documentation Audit
- 360 Degree Audit
- Online Audit
- Sample Audit Questions
- Other Audit Considerations
- Using a Risk Matrix
Session 5: Performing a Risk Level Analysis
- The Four Categories
- Case Study, Scenario One
- Case Study, Scenario Two
- Case Study, Scenario Three
Session 6: Developing a Response Process
- Pre-Assignment Review
- Crisis Response Process
- Step Two: Perform Basic Crisis Management Steps
- Step Three: Trigger the Crisis Response Process (If Appropriate)
- Remember: Stay Flexible!
Session 7: Consulting with the Experts
- Considering Your Resources
- Making Connections
Session 8: Incident Management Techniques
- Case Study
- Responding to Incidents
- Incident Related Documentation
- Other Documents
- Investigating Incidents
- Accident Investigation Kit
- Steps to Follow
Session 9: Working Through the Issues
- Model Overview
- The Problem Solving Model
- Keeping an Open Mind
- Solving Problems the Right Way
- Phase One
- Definition
- Analysis
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Phase Three
- Solution Planning Worksheet
- Three Types of Decisions
- Advice from an Expert
- Eight Ingredients for Good Decision Making
Session 10: Establishing an Emergency Operations Center
- EOC Considerations
- Making Connections
- Who is In Charge?
Session 11: Building Business Continuity and Recovery
- Creating Continuity
- Making Connections
- Essential Crisis Plan Elements
Session 12: Walliallia
- Background
- Exercise One: Gas Line Explosion at Water Plant
- Assignment
- Exercise Two: How are you Feeling?
- Assignment
- Exercise Three: The Last Question
- Assignment
Session 13: Recovering and Moving On
- Initial Adjustments
- Working Things Out
- A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Course 5 - Problem Solving and Decision Making
Session 1: Course Overview
- Learning Objectives
- Pre-Assignment: Introduction
- Pre-Assignment: Case Study
- Pre-Assignment: Making Connections
- Pre-Course Assessment
Session 2: Definitions
- Pre-Assignment: Defining Problem Solving
- Classifying Problems
- Problem Identification
- Eight Essentials to Defining a Problem
- Problem Solving in Action
Session 3: Making Decisions
- What it Means
- Three Types of Decisions
- Advice from an Expert
- Facts vs. Information
- Eight Ingredients for Good Decision Making
- Decision-Making Traps
Session 4: Getting Real
- Introduction
- Case Study
- Questions
Session 5: The Problem Solving Model
- Model Overview
- Another Perspective
- Keeping an Open Mind
- Solving Problems the Right Way
- Real Problems
- Making Connections
- Phase One
- Definition
- Analysis
- Phase Two
- Brainstorming
- Checkerboard
- Research and Report
- Evaluation
- Decision Making
- Phase Three
- Solution Planning Worksheet
Session 6: Case Study
- Case Study
- Making Connections
Session 7: The Problem Solving Toolkit
- The Basic Tools
- Criteria
- Legitimizing Problems and Positions
- The Communication Funnel
- The Fishbone, Part One
- The Fishbone, Part Two
- Degrees of Support
- About Brainstorming
- Before Brainstorming
- During Brainstorming
- After Brainstorming
- Limitations of Brainstorming
- Brainwriting
- Step One: Create a List
- Step Two: Create the Diagram
- Step Three: Link and Categorize
- Step Four: Finalize and Review
- Brainstorming and Brainwriting
- More Methods
Session 8: Aspirinia
- Introduction
- Individual Action Steps
Session 9: Swotting Up
- SWOT Analysis
- SWOT Matrix
- SWOT Checklist
- Individual Analysis
Session 10: Making Good Group Decisions
- Working Toward the Decision
- Model Review
- Decision Frames
- Stepladder Technique
- The Delphi Technique
- Nominal Group Technique
- Avoiding Fatal Mistakes
- Fighting the Status Quo
Session 11: Analyzing and Selecting Solutions
- Selecting Criteria
- Deciding on Wants/Needs
- The Cost-Benefit Analysis
- Creating a Cost-Benefit Analysis
- Making Connections
- Creating a Cost-Benefit Analysis
Session 12: Planning and Organizing
- Introduction
- Follow-Up Analysis
- Evaluate
- Adapt, Close, and Celebrate
Session 13: A Personal Action Plan
- Starting Point
- Where I Want to Go
- How I Will Get There
Entry requirements
Students must have basic literacy and numeracy skills.
Minimum education
Open entry. Previous schooling and academic achievements are not required for entry into this course.
Computer requirements
Students will need access to a computer and the internet.
Minimum specifications for the computer are:
Windows:
- Microsoft Windows XP, or later
- Modern and up to date Browser (Internet Explorer 8 or later, Firefox, Chrome, Safari)
MAC/iOS
- OSX/iOS 6 or later
- Modern and up to date Browser (Firefox, Chrome, Safari)
All systems
- Internet bandwidth of 1Mb or faster
- Flash player or a browser with HTML5 video capabilities(Currently Internet Explorer 9, Firefox, Chrome, Safari)
Students will also need access the following applications:
Adobe Acrobat Reader
| 5 star | 31% | |
| 4 star | 28% | |
| 3 star | 31% | |
| 2 star | 6% | |
| 1 star | 4% |
Nelson Samuel Barrios
4 June 2021 11:44:48 AM
Great Program
Robert Patton
19 January 2021 04:54:47 PM
Very informative course
Alexandra Louise Bunton
29 October 2020 05:08:55 PM
This Short Course offered valuable information on how to successfully and effectively resolve conflict which has given me better understanding and confidence should I need to facilitate conflict in the future.
Eric Vera
20 October 2020 09:52:56 AM
So many great tools, I will definitely review these and implement them in the future! Thank you
Georgina Scholz
23 July 2020 02:41:10 PM
Just Loved this one ! Just love how you have it set out
Thanks so much
Stephen Burt
27 June 2020 05:02:05 AM
Great info
Melissa Louise cornish
28 March 2020 01:33:38 PM
This is a great way to learn skills you didn’t even k if you needed about resolving conflict in the work place as well as in the home
corallee yeo
3 October 2019 03:20:58 PM
awesome
Chavone C Simmonds
18 July 2019 03:59:29 AM
Great class very insightful
Cole Adegoke
21 April 2019 02:11:34 AM
I found this course Amazingly useful
Lance Guthrie
31 January 2019 07:37:23 PM
A fantastic & very easy to follow course. I feel well prepared to handle any situation of conflict
Pagan Jane Macdonald
1 September 2018 01:18:12 PM
easy to understand and follow the information :)
Anthony Leifi
17 March 2018 11:01:25 AM
This is the best I ever came cross and it has open helped with my job.
Dawn Correll
28 July 2017 03:21:46 AM
Great course!
Maria Eugenia Rosas Ramirez
6 March 2016 02:00:22 PM
I love the simplicity of the material, de diagrams and the downloads!
Cindy Couper
26 August 2021 10:43:40 AM
Good practical advice. Clear to understand
Lisa Coe
10 November 2016 01:43:37 PM
Quick & easy, great course.
Leanne Bellamy
29 October 2021 09:27:44 AM
very informative ive learnt alot thank you
Emily Kilmon
12 March 2021 06:13:56 AM
Good information, easy to understand format
Ashley Sultana
7 August 2020 09:22:15 PM
Gave a good overview of the subject
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Course Summary
| Course ID: | CFS03CRDDP5CB |
|---|---|
| Delivery Mode: |
Online |
| Access: | Unlimited lifetime |
| Time: | Study at your own pace |
| Duration: | 30-48 Hours for total bundle |
| Assessments: | Yes |
| Qualification: | Certificate |
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