Managing Conflict and Disputes
Managing Conflict and Disputes
- State or territory ACT, NSW, NT, QLD, SA, TAS, VIC, WA
- Type of program Online, Workshop
- Sector relevance Residential aged care, Home and community care, Retirement living and seniors housing
- Topic relevance Clinical, nursing, care management, Workforce relations, Leadership and management
Workshop overview
This workshop series will equip participants with a thorough understanding of conflict dynamics to increase confidence to apply practical strategies and tools to manage disputes and navigate conflict to peaceful resolution. Blending relevant contemporary theory, simple to apply strategies and real-world examples, the session will enable workers to reduce stress, resolve conflict, and communicate with confidence and clarity.
At the end of the session participants will be able to:
- better understand the conflict dynamics that operate between parties
- proactively address disputes and provide effective feedback including performance conversations
- apply self-care strategies and maintain personal wellbeing in times of stress.
Who should attend?
The series is designed for everyone who has contact with others, where conflicts and disputes may arise. It is ideal for managers (both new and experienced), human resource professionals, coordinators and any front line workers who are seeking to refresh their understanding of contemporary approaches to dispute and conflict management.
Module 1: Conflict dynamics
A thorough understanding of conflict dynamics allows people to choose wisely the best strategy and to confidently walk through appropriate steps to resolution. It enables those involved to navigate with grace and skill the tensions and misunderstandings that are often unavoidable in care-giving services. Especially those where consideration must also be given to broader social and emotional impacts on families and support networks.
This module unpacks the common elements of conflict, causes and contexts, why and how it occurs, and simple ways to the moment as an opportunity for relationship building.
You will walk away with practical tips and tools that enable you to:
- understand why conflict is a good problem to have
- discern more easily the common types and causes for conflict
- recognise and respond effectively to various conflict engagement styles
- differentiate between levels and phases of conflict or disputes
- consider unconscious bias and CALD needs
- choose the most effective management approach
- be more comfortable with uncomfortable conversations
- improve assertiveness and navigate challenging issues with confidence
- embrace productive tension with a growth mindset
- avoid escalation and respond to aggressive or inappropriate behaviour
- approach conflict as an opportunity for improved clarity, alignment and service quality.
Module 2: Conflict conversations
A deeper understanding of conflict dynamics enables people to have more confident conversations. They use open, genuine dialogue to build trust and are able to stay curious, calm and courageous under pressure. This module introduces simple strategies for self-awareness and self-management as well as a number of easy to use, solution-focused, conversation frames.
You’ll learn how to use active listening, body language and silence to create space for better understanding and shared perspective. And you’ll discover simple tips to help you confidently handle complaints, disputes, feedback and negotiations.
You will walk away with practical tips and tools that enable you to:
- confront complex issues with confidence and skill
- maintain psychological safety and open up space for important conversations
- enrich relationships through honest, respectful discussion
- use a simple four-step framework for feedback conversations
- know when to course-correct, when to coach and when to cheer people on
- reduce stress and stay calm under pressure
- use empathy and curiosity to adapt and find new solutions
- use creativity and humour to maintain perspective, flexibility and wellbeing
- use simple negotiation skills to convert conflict into positive communication.
Who is facilitating?
Bruce Williams
Bruce Williams loves to help people understand how other people tick so they can work together with less stress and more “yes!” with a focus on leadership, communication and team dynamics,
Bruce has been delivering adult education, coaching and professional development programs for over four decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast.
He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.
Testimonial
“This session increased my understanding of how to recognise and effectively handle difficult conversations and conflict is essential in my role as an advocate in the aged care space.
It was informative in a highly engaging and meaningful way, I have come away with a stronger understanding of what influences people’s approaches to difficult conversations and how to assist them to reach a resolution.”
“Great presentation and easy to understand.”
“Great examples to make understanding of concepts and ideas useful.”
“Valuable insight, liked the examples in the session and enjoyed learning more about concepts discussed. Thoroughly enjoyed learning from Bruce, I liked the presentation style and found him to be an engaging and educational facilitator.
Found the training helpful and informative. Would happily register for future training.”
“Great course, very applicable content to a variety of settings and very engaging facilitator.”
Booking terms and conditions
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Ageing Australia’s Privacy Policy
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Utilising the contact details provided to Ageing Australia from time to time, the learning and professional development team will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email and we will remove you from our waiting lists and email communications database.
Cancellations, refunds, substitutions and transfers
Ageing Australia’s learning and professional development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the what’s on page.
Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of Ageing Australia, a full refund will be paid, directly to the customer who has made the initial purchase.
A full refund is also available if a participant withdraws from a training session, five or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis.
An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided.
Payment terms
It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement. All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a tax invoice will be emailed to the person making the booking.
Aligns to the following strengthened Aged Care Quality Standards
- Standard 2 - The organisation
- 2.6 Feedback and complaints management
- 2.8 Workforce planning
- 2.9 Human resource management
- 2.6 Feedback and complaints management
