Everyone encounters numerous conflict situations in the course of his work and in his social relationships. These conflicts can either adversely affect relationships or they can be used to clear up a situation. The way we resolve them, will significantly influence the approach of the involved parties to any future co-operations.
CONFLICTS MAY HAVE POSITIVE EFFECTS, TOO; however, unless appropriately managed, they may result in serious consequences, which ruin staff relationships, creativity and productivity, and even waste financial resources.
THROUGH THIS TRAINING PROGRAM, THE PARTICIPANTS WILL UNDERSTAND the nature of conflicts, and will learn how to assess their conflicts, the impacts of those on themselves and their performance, and will also find out how to make conflict outcomes constructive. They are familiarised with the development, components and the customary flow of conflicts, as well as the potential and expedient conflict resolution styles, and the way to apply them.
THE COURSE WILL DELIVER A NUMBER OF TOOLS, techniques and theories of conflict management, which the participants can acquire through hands-on situations. This turns conflict management into an efficient tool that facilitates satisfaction and profitability.
By the end of the program participants will be able to recognize the reasons of conflicts and choose the right style together with assertiveness, and they will reach the best possible solution.
Potential follow-up courses
- Assertive Communication
- Managerial Communication
- Insights Personal Effectiveness
- "Our relationship with Develor began 3.5 years ago. They have provided us with high quality, customer-oriented service ever since. This not only refers to their classical “soft” skill training courses, but also to “combined profile” programs such as their workshops based on economization. Following the training, the decrease of our inventory was noticeable even in terms of hard numbers. And this positive effect was lasting."
- “We started to cooperate with the Develor company in April 2010, when we selected it from among several companies, which we addressed with the aim to increase the service level of our contact centre operators. We decided to choose their services based on a comprehensive approach proposed by them, which exceeded our original expectations and professionally reacted to our needs. Within the carried out development program, there were efficiently combined several approaches, e.g. in determination of the initial situation – an analysis of recordings of the contact centre, in the proper implementation of the program – a practically oriented training, mystery calling, individual coaching of operators and an application workshop as a supportive tool for introduction of new procedures in the practice. Develor subsequently formulated practical measures of a systematic character, which reflected the identified needs – from application of the legislation in force to adjustment of standards for operators and elaboration of the contact centre's methodology of work, which we applied in practice. The trainers and consultants were professionals, who helped us implement the proposed solution thanks to their committed and professional approach. Since we originally expected only the mere training, their commitment highly exceeded our expectations. Based on this experience and positive reactions of employees we have decided to cooperate with the Develor company in development of employees also in future."
- „On 19.11.2010 we organized a teambuilding event for the Control Management and Network services planning Department employees. The service was provided by Develor Bulgaria… We have chosen Develor as we were looking for more than games and emotions. The main task of the trainers was to make the program not only pleasant and fun but also to provoke specific behaviours and create conditions for serious discussions. As a result, there was a spontaneous and very beneficial discussion amongst participants after they have seen themselves in role-play environment, which was analogical to their everyday work life....The program achieved complete accordance with the set goals and was highly praised by the participants.”
- "...My first experience with Develor was during organization of a company event for Schneider Electric with the main idea to support the team cohesion. Based on the needs assessment of our company and our expectations Develor proposed Insights - the personal colourful typology. It had been prepared to exactly suit our needs content-, organization- and language wise (because of participating foreigners), taking into consideration the number of participants and the location of the event. The Insights training was led by trainers Kinga Novotná, Milan Zekucia, Martina Georgievová, Vladimír Rýpal and Dana Nemčická, who managed to grab the attention of the participants and inspire them to understand better both themselves and their colleagues. After the company event I had received positive feedback not only from our employees but from our management as well. Develor also proposed the second part of the event - the outdoor activity which was also realized on a very professional level. After the first positive experience I have approached Develor to prepare the Presentation skills training for selected employees, who present in front of the external customers. The training was delivered by Martina Georgievová, who can connect the theory and practice in an attractive manner. I value her professionalism and time during the training preparation, of course the delivery itself and her immediate feedback to the participants during practice. The evaluation received from the participants assured me that in case we need to develop our employees in the future I will gladly approach Develor with confidence."
- „Selling generic products on highly competitive market demands an intelligent approach. As many other generic pharmaceutical companies it was Zentiva’s dream: satisfied customers’ needs, high - end affordable product, and the best human resources. Insights Discovery has made it true. Develor’s tool has helped Zentiva medical and sales representatives to go to extraordinary lengths to assist company clients. Insights Discovery transformed our employees’ sensitivity for customer needs into passion for customer service exceptional quality.”
- "Edenred has been working with Develor since June 2010 with training and development of the management team. Develor was selected due to a high expertise and professionalism approach and most important thanks to good listening of our needs and capacity to adapt their material to specificity of our company. Even if I had previous good experience from Insight Team Effectiveness in other country, Develor Slovakia has demonstrated his capacity to adapt his material and conduct of training sessions to our organization needs and help us in facing our different organizational challenges. We have pursued in 2011 the management training program defined in coordination with Develor with implementation of 360 degrees process what helped our organization in defining priorities and highlight individual manager development needs and help to build individual development program. In parallel to this process, during 2011 Develor conducted the sales training for our field sales team and a coaching training for sales managers. In the past we often conducted different kind of sales training courses but with little output and weak follow up action plan implemented. With the focus not just on sales training but with special training for sales manager based on the content of the field sales training and on feedback technique, field sales team feels more supported and sees the on-going consistency between the training plan and the regular feedback meeting organized with their managers. In parallel sales managers learnt technique how to debrief field sales team after sales visit and how to boost their sales team performance. Develor has demonstrated their high capacity to support our organization from both managerial and sales point of view."