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Resolving Conflict and Emotional Intelligence – 17th October 2024

£299.00 ex VAT

More often than not, HR professionals are expected to have the answers when there is conflict at work, whether it be to help assess the conflict situation, coach a manager to manage conflict, or to actively support as part of an intervention. Yet the ability to recognise, understand, manage and resolve conflict requires an incredibly high standard of Emotional intelligence (EI).

EI, often referred to as EQ (Emotional Quotient), is an essential skill in any HR professional’s toolkit.

Those with well-developed EI are highly effective communicators. Through a depth of understanding of others, they are able to manage difficult situations more skillfully, build their own resilience and coach others to do the same.

Whether you are looking to better understand when a lack of EQ is affecting others’ ability to engage with their colleagues in a positive way, looking to fine-tune your own EQ skills for better outcomes when you are called upon to intervene, or whether you are keen to provide coaching, support and advice to colleagues, this thought-provoking 3-hour workshop is for you.

It will give you an overview of this topic, introduce some proven models to improve understanding, and give you some tools and techniques to help resolve conflict between people before they escalate into a formal process which can be costly and time-consuming.

Description

Description

Resolving Conflict and Emotional Intelligence – 17th October 2024

Elearning - Live Online Course

3 Hours - Thursday, 17th October 2024

£299.00 ex VAT

More often than not, HR professionals are expected to have the answers when there is conflict at work, whether it be to help assess the conflict situation, coach a manager to manage conflict, or to actively support as part of an intervention. Yet the ability to recognise, understand, manage and resolve conflict requires an incredibly high standard of Emotional intelligence (EI).

EI, often referred to as EQ (Emotional Quotient), is an essential skill in any HR professional’s toolkit.

Those with well-developed EI are highly effective communicators. Through a depth of understanding of others, they are able to manage difficult situations more skillfully, build their own resilience and coach others to do the same.

Whether you are looking to better understand when a lack of EQ is affecting others’ ability to engage with their colleagues in a positive way, looking to fine-tune your own EQ skills for better outcomes when you are called upon to intervene, or whether you are keen to provide coaching, support and advice to colleagues, this thought-provoking 3-hour workshop is for you.

It will give you an overview of this topic, introduce some proven models to improve understanding, and give you some tools and techniques to help resolve conflict between people before they escalate into a formal process which can be costly and time-consuming.

Who Is the Course For?

All HR Professionals who are looking to increase their emotional intelligence related to their role. Those who may be supporting managers and staff in their organisations and who want to deepen their knowledge related to resolving workplace conflict.

Why Take the Resolving Conflict and Emotional Intelligence course?

As a result of this workshop, you will:

  • Know the fundamental components of emotional intelligence and the benefits of enhancing your own emotional intelligence as an HR professional
  • Recognise a lack of EQ in someone else
  • Understand conflict and conflict theory and what early signs of conflict you should be looking for
  • Offering insights about how teams develop and what constitutes healthy conflict
  • Discuss some scenario case studies to apply
  • 6 steps to conflict resolution
  • How to help resolve things by following a basic structure for resolution and mediation (structured checklist)
  • Signpost to further information to aid you in your journey

What is the Format?

Remote live learning.  The course takes place live at a specific time, with booked attendees participating remotely.  The course is not pre-recorded and cannot be watched ‘on demand’ at a later date.  Participation is essential!

Duration: 3 hours.

The Resolving Conflict and Emotional Intelligence Course Agenda

The Five Pillars of Emotional Intelligence

  • Building on the pre-work reading on EI. We look at EQ theory and what it really means and explore what value it brings to the HR Professional, for effectiveness and credibility when dealing with conflict.

The power of self-regulation

  • As HR professionals, we can be involved in some emotive interactions. We must retain our composure for our credibility as an expert, and to allow us to make sound decisions. We explore techniques for handling reactions, managing emotions, and not allow ourselves to become completely immersed in them.

Empathy, Empathy, Empathy

  • Recognising emotions in others and reading non-verbal cues is what really sets the highly emotional intelligent apart. Through heightened self-awareness you will already be more aware of what to look out for. Here we look more deeply at where we can really make a difference by picking up the signs.

Conflict theory and how to spot the early signs of conflict

  • Here we explore examples to help you consider what to look out for, so that you can make a difference to not only the managers themselves, but also those people that need greater EQ from their manager to avoid conflict and perform at their best.
  • Up, down and across many organisations there are examples of team performance being impacted by a lack of EQ. It could be a case of difficult team dynamics or a manager who is inexperienced when it comes to dealing with people. Here, we look at proven conflict theories to use to recognise and diagnose conflict.

Conflict Resolution and Mediation

  • Most workplace disputes can be solved informally. Here we look at nipping it in the bud….
  • When things do go wrong, we look at a mediation framework you can use to resolve discord and in turn, reduce the time spent on formal processes. The emotional impact on those involved can cause stress not to mention the financial impact on the organisation.

Jenifer LordYour Trainer: Jenifer Lord

Jenifer is a lover of life who understands that the key to success in both life and business is through people. She values everyone and works with an air of curiosity about what could be possible. Jenifer has endless positivity and optimism and brings this to all her work.

Jenifer has held a variety of roles in human resources for large multinational organisations and has a background in consulting on HR and OD projects She is passionate about developing organisational culture.

A qualified coach and Neurolinguistic Programming expert. Jenifer holds qualifications in Hypnotherapy, Psychology, Mediation and a number of psychometric tools.

She is the owner and creator of a business designed to work with leaders and teams in customer-orientated organisations, with extensive skills and experience in Customer Service, Sales, Coaching, Leadership, Emotional Intelligence, Resilience, Leading change, work-place culture and understanding a shared purpose.

Is this a formal mediation course?

No, we cover a basic structure you can use to mediate low-level conflict, however formal mediation is a skill in itself that would need to be learned over a longer period of time. You can look into becoming a qualified mediator if you so choose.

 

Do I have to be a coach in order to resolve conflict?

No, we will touch on coaching others/managers to help them to increase their self-awareness, however, this workshop would be a great first step for those who want to adopt coaching skills as an HR professional

 

Is this applicable for any length of service in HR?

Yes, conflict happens at any level and emotional intelligence is universal. All aspects of this workshop are relevant to all levels of experience.

 

Is this appropriate for junior and senior HR professionals?

Yes. Regardless of seniority, we can have strengths, weaker areas, and even blind spots. HR professionals at different levels may share some different workplace examples in discussions, however all aspects of this workshop are relevant to all levels of experience.

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About our Courses

About our Courses

How our elearning courses work

Specialist online video production methods ensure extremely fast, high-quality streaming. A combination of the presenter, animations and quiz-style questions keeps learners interested and stimulated.

Our content and Learning Management System (LMS) are constructed to provide a set of multiple-choice questions after each module.   These help embed the learning in trainees’ memories and allow managers to check the training has been completed and understood.

When a candidate successfully completes a course, they will automatically receive a system-generated certificate.

Training managers can also use our course management portal to keep records and track learner progress.

Trainee Experience

A powerful combination of embedded presenters, live video footage and animated graphics immediately grabs learner interest and holds attention.

Face-to-face eye contact builds trust, triggers emotion and delivers a memorable tone and style, while communicating the essence of the learning content.

The overall result is increased learner engagement and the creation of a lasting, positive impression.

Your Learning Management System

The customer dashboard is where the candidates go to do the training. Learning manager can also use the dashboard to manage any number of candidates. It’s mobile-responsive and can deliver extensive reports. If needed, it will work side-by-side with an existing LMS, via an open API.

Checking on Learning

The candidate-facing areas are constructed so that a set of multiple-choice questions are introduced after each module. Following successful completion of a course, candidates will receive a system-generated certificate.​

The question sections of our courses use a variety of techniques.

For example, in the Fire Safety courses, candidates are presented with certain types of fire and have to select the image of the appropriate extinguisher.

We also make use of various exam canvasses to suit all exam types and random question banks. We can feature a wide variety of online questions, including, multiple-choice, drag and drop, surveys, quizzes, answers in free-text exams and assignments.

Recommended System Requirements

  • Browser: Up to date web browser
  • Video: Up to date video drivers
  • Memory: 1Gb+ RAM
  • Download Speed: Broadband (3Mb+)

Frequently Asked Questions

Frequently Asked Questions

Yes. You can buy courses for as many team members as you wish and manage them through the ‘LMS’ (Learning Management System) portal.


Yes, we offer discounts for large purchases – see below:

  • 3% – 50 Courses
  • 8% – 100 Courses
  • 15% – 250 Courses
  • 20% – 500 Courses


Yes.  Our courses are built with responsive designs, so they can adapt to multiple device sizes, whether it’s desktop, laptop, smartphone, or tablet.

This is particularly useful for learners who are ‘on the go’, or who work in environments where desktop computers are not available.

A recent forecast stated that around 80 per cent of the world’s population (that’s over 6 billion people) are now smartphone users. So it’s no surprise to discover that mobile phones are widely used in training – a trend that is certain to grow significantly in the future.

Why are learners more motivated and engaged in mobile learning courses?

Well, for a start, mobile learning eliminates the need for learning to happen at a particular time and place, or on a specific device.

Mobile learning seamlessly integrates into peoples’ daily routines, making it easier for them to stay on track with the courses, resulting in increased course completion and knowledge retention.

Learners can also use mobile courses to recall information while at work, so they can perform their job better. For example, when someone is about to perform a task, or check a piece of machinery, or give a product sales pitch, they can quickly check their mobile phone and run a short course to help them brush up on the key facts.