This course is for the employee that may need to resolve conflicts among peers and/or subordinates. This is ideal for the learner who has limited knowledge related to conflict management, team dynamics, and facilitation techniques.

This course would be applicable to all employees that have to work in groups or are having unresolved issues with co-workers or subordinates.

This course will enable learners to:

• Distinguish facilitation from instruction and training
• Identify the competencies linked to effective small group facilitation
• Understand the difference between content and process
• Identify the stages of team development and ways to help teams through each stage
• Use common process tools to make meetings easier and more productive

Instructional materials accompanying this course include:

• Online course, totaling approx. 10-12 hours of course material and assignments.

It may be helpful to find video/media material for customer service examples. Several YouTube videos have been employed in this course, however, it is strongly advised to replace these videos with similar media demonstrating appropriate customer service practices like from Chester Hull.

[[[State any anticipated constraints that might impact the ability to successfully complete this project. For example: Several on-site videos will be created as part of this course. Video shoots will be scheduled at the convenience of Plant 72. If the shoots can’t be scheduled within a reasonable timeframe without affecting the plant’s manufacturing schedule, target dates in this agreement may need to be revised.]]

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If you'd like further information on our qualifications services, contact the Qualifications team directly on 0007 294 0000 or fill out the form below and we'll get right back to you.