Introduction

• The key components of conflict

• Recognising the different stages in an escalating conflict

• When to expect to achieve resolution to a conflict

• Recognising situations where conflict may be about to occur

Emotional Intelligence

• What is Emotional Intelligence?

• How can Emotional Intelligence be used in situations of conflict

Employing your Emotional Intelligence

• Self-awareness of personal emotions, triggers and default behaviours.

• Self-management of personal emotions, triggers and default behaviours.

• Observation and awareness of the other parties� behaviours and needs in moments of conflict.

Verbal and non-verbal communication

• Understanding and using body language to influence conflict resolution

• Using your tone and voice to influence conflict resolution

• Understanding how different body language and verbal interaction can prevent and de-escalate conflict

• Understanding your preferred conflict management style

Dealing with a conflict

• Identifying specific cause(s) of a conflict

• Stating individuals wants

• Suggesting and proposing solutions

• Using consequences

• De-escalating a conflict situation

• Managing solutions without loss of integrity

Questions and Answers