Introduction

It is inevitable that there will be some amount of conflict in a team. It happens when goals, values, needs and wants of two or more people are different and in opposition. However, some amount of conflict can be healthy, as long as it is discussed and a conclusion is reached. Clashing personalities or opposing viewpoints can actually bring new thoughts and discussions on aspects of a project that had not been imagined before only if conflicts are resolved amicably and professionally.

No finger pointing, fault finding, bitterness, anger and frustration should be exercised as it can cause long term damage at the workplace, jolts friendships, shatters morale, create enemies and negative feelings that can cripple anyone even the strongest of individuals of energy, emotion and time.

The type of conflict you have to worry about more is unspoken resentment that can erupt in an outburst, or even more deadly, in quiet mutiny or deviation from agreed upon roles, tasks and goals.

 

(Training Venues: In view of the current COVID-19 situation, we will maintain small class size for all courses. Hotels has taken strict measures such as daily disinfecting of all seminar rooms, cleaning the lift buttons and door knobs, temperature taking for our participants and hand sanitizers are also available. Travel Declaration Form will be sent to all participants prior to the training sessions)

(Social Distancing: There will be less participants at each table and comfortable seating space at the lunch area)

Course Details:

 

Objectives

The aim of this workshop is to introduce the practical steps and proven strategies of conflict management that can be utilized effectively by managers and team leaders when managing conflicts in a team. You will learn how to resolve disputes, build trust with your colleagues and also be able to be the mediator at the workplace.

This workshop encompasses role plays, case studies, discussions and group work that will show you how to effectively handle team conflicts at the workplace.

 

Who should attend

• Managers , Executives, Team Leaders, Sales Supervisors, Retail Personnel and anyone who wants to master the art of managing team conflict.

Outline

1. What is Team Conflict?

• Understanding the reasons for team conflicts to occur

• Fault lines in groups

• 3 factors for fault lines within a group

 

2. Causes of Team Conflict

• The five common causes of conflict

 

3. Common Types of Team Conflict

• Substantive conflicts versus emotional conflicts

• Five common causes of team conflict

 

4. Personality Test

• Know your personality

• Understanding your teams personalities

Outline

5. Resolving Team Conflicts

• 10 methods to resolve conflict between members

• Practical strategies to use in handling team conflicts

 

6. Power of Using the Correct Words

• Words do matter

• Learn how to avoid negative words and turn them into positive

 

7. Conflict Resolution Styles

• The 5 long- recognized styles and when to use them

• Achieving the negotiated outcomes

 

8. Bringing Closure to Unresolved Conflicts In A Team

• Importance of closure in workplace disputes

• Top tips in resolving conflicts successfully

Trainer

Kay Nalla has dedicated 18 years of her life training staff and colleagues on customer service, personal grooming and make up and selling techniques while performing her managerial duties in the sales and marketing field. Her love and passion to interact with people propelled her to work in travel agencies, various hotels (F&B, room sales & banquet), The Singapore Changi Airport and well established spas like Clarins, Haach and Bonafides.

Kay’s responsibilities include managing all aspects from recruiting new staff, training them to their best potential, implementing effective promotions to accomplish the sales revenue for the outlet, managing customer’s needs and wants and also holding talks for the clients on various beneficial topics including body language, active listening skills and more. Her extensive experience and knowledge in the hospitality arena coupled with her genuine desire to share has made her a much sought after speaker.

Kay was invited to hold talks and conduct workshops for government bodies, country clubs, hospitals, banks, spas and other sectors including Singapore Police Force, Singapore Girl’s Home, Singapore Changi Prison, Panasonic, Rendezvous Hotel and more.

Kay is a MOE approved and certified ACTA trainer. She holds a Diploma in Travel and Ticketing (IATA/UFTAA), Diploma in Aesthetics (Beauty), NITEC in Face Care, LCCI in Marketing and possesses a Certificate for Personal Grooming. She was also awarded a Super host Certificate from The Singapore Tourism Board.

 

Administrative Details:

Scheduled Dates

• 6 May 2020  (1st Run)

Cost

• S$ 450 per participant

• S$ 400 per participant for 2 participants from the same organisation

• S$ 350 per participant for 3 or more participants from the same organisation

Duration / Venue

• 9 am - 5 pm

• Hotel seminar room

Refreshments

• Coffee & tea with snacks during the morning and afternoon breaks

• Buffet lunch with vegetarian & halal options

Certification

A Certificate of Attendance will be awarded at the end of the workshop.

REGISTRATION FORM

Please use this form to register for our HRM SKILLS Workshops.

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STILL NOT SURE? CALL US

(65) 6337-7516 or 6338-8487, 9 am to 5 pm, Mondays to Fridays

Registration Admin

You can register online for any of HRM SKILLS Workshops using the Registration Form or send an email to info@hrmskills.sg or info@hrmskills.com

The information we require for email registration is as follows:

  1. Course Title & Date
  2. Participant's Full Name, NRIC/FIN, Email Address, Mobile Number
  3. Organisation, Company Name or Self-Sponsored
  4. Contact Person (If different from Participant)
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