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

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Conflict management and problem solving skills for Admin Professionals

  • Date : 12 - 20 July 2019
  • Duration : Evening(6:30 pm-9:30 pm)
  • No. of Classes/ Sessions : 4 sessions
  • Class Schedule : Friday and Saturday
  • Total Hours : 12
  • Last Date of Registration : 11 July, 2019
  • Venue : Bdjobs Training, BDBL Building (Level 19), 12 Kawran Bazar C/A, Dhaka 1215.

Introduction

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.

Methodology

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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Individual; contributors, Managers, Team leaders, whose success depends on their ability to communicate clearly, to be understood and to influence how another person performs, and create positive working relationships.

Resource Person

Ridwanul Karim Chowdhury

Certified NLP Practitioner, Professional Trainer & Development Analyst

Ridwanul Karim Chowdhury has been working in different segments of customer service operation for the last 10 years with an excellent portfolio with Leadership Experience. He was a head of training and information management in Grameenphone Ltd. He was responsible for running competence driving program within the organization, he was responsible to lead information value chain, and he is specialized on development activities like coaching, guiding, training need assessment; Setting KPI etc. Previously, he was responsible for ensuring quality of Customer Service. He was the head of stakeholder and campaign management. He has work experience as NPS channel manager. At present He is working as a freelancer Training and HR consultant in different leading consultancy firm in Bangladesh.

Mr. Ridwanul is a post-graduate and he is also HR certified from BIM. He has several professional and certified training records from various local and foreign training institutes. He has certified training on TOT, Operational Management, Time and Stress Management, People Management Skill, Basic Project Management, Presentation Skill, Feedback & Coaching ;Outbound Sales; Mastery on customer service; Leadership Development; Situational leadership; NPS mechanism & techniques; Lean Six Sigma; Vendor management; NLP Training.

As a development consultant; Ridwan is used to perform advanced; specialized and administrative duties in different segment of HR and people development policies in customer service of multinational telecom operator. He has rich experience to run and implement multinational best practice of HR culture like “driving values” effective assessment process named CBI (competency based interview process) and so on. He is specialized on guiding time and stress to ensure work efficiency and effectiveness. He has experience to work with HR cross functional team to develop different policy of customer service.

Apart from this; he has more than 5000 hours of training facilitation experience coverage with 3500+ employees and hundreds of external trainees. He has experience in providing training in Brac-Bank; SGS; Partex Star; bdjobs; businessexpress24; SMG; SIKO-Bangladesh; NAVANA; North South University; DESCO; Genex; Digicon; Merie Stopes; SINGER; Akij Motors and different other organizations and BPOs as an external trainer. He has very sound knowledge of customer service operation.

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