Our Programmes

Module Content

• Identify and resolve conflicts and minimise impact on other colleagues and customers
• Review the effectiveness of the conflict resolution strategies
• Take action to prevent the recurrence of conflicts
• Deal with conflicts sensitively, courteously and discreetly through use of conflict resolution techniques
• Take responsibility for conflict outcomes
• Recognise early indicators of conflicts
• Discuss and resolve conflicts between team members, snalyse and decide on the best resolutions for conflict initiative and enterprise skills to consider and suggest changes to workplace practices to avoid future conflicts
• Coach team members to resolve conflicts and assess conflict situations to enable selection of the most appropriate resolution approach

Methodology

Lessons are conducted in a structured yet pragmatic manner as lectures are blended with group discussions, role-plays and individual assessments. The group discussions give participants the opportunities to share their experience while role-playing helps the practice and application of concepts and approaches learned through the course.

Learning Outcomes

• Identify the common types, causes and indicators of workplace conflicts in the retail industry.
• Identify retail manager’s roles and the responsibility to minimise the negative impacts in managing and resolving staff conflicts.
• Coach team members to select the most appropriate conflict resolution approach as per organisational policies and legal practices in conflict management
• Discuss with team members strategies and techniques use in communicating and negotiating with team members to resolve workplace conflicts
• Analyse and review effectiveness of the conflict resolution strategies to select the best solution to prevent recurrence of conflicts