Objectives:
Training Understanding Form
- Develop coping strategies and techniques for stress management
- Identify causes of conflict at work
- Describe the stages in the development of conflict
- Explain the effects of conflict on individual and team performance at work
- Understand the stages involved in conflict situations
- Learn and practice effective conflict management and resolution techniques and strategies.
- Learn and practice interpersonal skills and strategies for dealing with difficult people and situations
Topics Covered:
Training Understanding Form
- The advantages and disadvantages of stress from a personal and professional point of view
- The benefits of effectively managing workplace stress
- An introduction to stress awareness and how it is related to conflict.
- Understanding the sources of stress – emotional, mental, physiological and behavioral
- Understand the long term effects of stress on different levels
- Learn Coping strategies and tips for managing stress
- Role of conflict resolution and Time management
- Role of interpersonal skills in managing stress.
- Understanding Conflict and the need for Conflict Resolution Process
- Recognizing different styles of conflict and the stages involved
- Understanding Johari window- Improving self-awareness
- Recognizing your own preferred way of dealing with conflict
- Identifying the impact of different conflict styles
- Feedback, Mediation and Arbitration
- Thomas Kilmann Conflict Mode Instrument
- 7 Steps involved in conflict resolution
- Role of interpersonal communication skills in effective conflict management and resolution
- Positive Influence and the art of negotiation
We have completed a series of training and coaching sessions with Svarna. The training and coaching were customized to our business and included role-plays of actual customer scenarios. I’ve seen an improvement in our service levels already, in addition to increased confidence in our employees’ ability to provide outstanding service to our customers. Another benefit is better internal communications with my employees. I recommend hiring Svarna Training Institute to create a culture of ownership among your employees. That has helped us improve the service we are providing our customers.
Svarna Training Institute delivered a customized customer service workshop to my employees. They taught them the proper way to answer the phone, how to build rapport, how to speak to our prospective and current customers, how to ask the right questions, and how to assume the sale. Svarna Training institutes has an excellent trainer and made the learning fun. My employees were able to implement what they taught them very quickly and with great results. I would recommend Svarna to any company that wants to hold on to their customers!
We recently employed Svarna Training Institute to deliver a series of training workshops to our Senior and Mid-Level management staff. The training quality and standards provided by the trainer was excellent. Every training session has something new and packed with innovative training ideas. Svarna uses real life experiences and engaged our staff and got their buy-in to these changes.
Please accept my appreciation for the workshop of learning assistants, The learning Assistants here at The Sheffield Pvt.School were pleased with the topics covered and the treatment they received.
Understanding ones own belief system and values impact in the working environment is integral to positive work ethics and outcomes. From some feedback i received, long term " issues" were also resolved!
Thank you once again SVARNA,
Svarna’s training was excellent. We are both pleased and excited with the results that we have seen thus far since the training of our staff. Svarna’s Trainer worked with our team in both a group setting as well as in one-to-one settings. Their training focused on customer service quality and telephone etiquette. I would recommend Svarna Institute services to anyone that wants to achieve the highest possible customer service results. We look forward to working with them again in the future.
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