Conflict management and problem solving skills for Admin Professionals training centre in Bangladesh


Conflict management and problem solving skills for Admin Professionals


Individual and team success depends upon the ability of individuals to communicate with others, face to face, as well as virtually. Every interaction with another person determines how you are perceived and every interaction is an opportunity to develop trust and exert positive influence. Whether presenting one to one or to an audience of one thousand, conveying information to a project team or delivering a difficult message, communicating effectively is one of the most powerful skills for achieving your objectives. This course develops your ability to focus on your outcome, tune in to your audience and develop your message for clarity and impact. Your ability to create an environment for open discussion and ongoing dialogue is crucial for communication success. The communications skills covered in this course will increase your ability to exercise choice and control for every type of conversation, influence without authority and improve quality of relationships and productivity.


Activity based real life demonstration; Games; Related audio-video visuals; Role play; Group Activity

Contents of Training:

 Explain different types of disagreements

 Identify source of conflict

 Describe Christopher Moor’s conflict circle

 Articulate the benefits of conflict

 Manage conflict with difficult type of people most often found in the workplace

 Defining confrontation

 Identifying where you focus your attention and energy

 Role of managing conflict in the workplace

 Current conflict resolution strategies

 Thomas Kilmann Conflict Mode Instrument

 Recognizing different styles of conflict

 Recognizing your own preferred way of dealing with conflict

 Identifying the impact of different conflict styles

 Crosby’s conflict process

 Reviewing different stages of the conflict process

 Recognizing contributions and potential conflict management strategies to change outcome

 The wheel of influencing

 Nonverbal elements of influencing

 Stating wants

 Using consequences

 Suggesting and proposing ideas

 Giving feedback

 Adapting to the situation with integrity

 Apply problem-solving steps and tools

 Analyze information to clearly describe problems

 Identify appropriate solutions

 Think creatively and be a contributing member of a problem-solving team

 Select the best approach for making decisions

 Create plans for implementing, evaluating, and following up

 Avoid common decision-making mistakes

 Make correct and timely decisions

 Use problem-solving model and toolkit

 Use SWOT Analysis Make good group decisions

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