Skills Seminars & Workshops
'Valuable practical skills for whatever life throws at you'
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Conflict Resolution Skills Course
'Valuable practical skills for whatever life throws at you'
6-week series of 2-hour seminars
starting again in March 2012 - click here for details
Call Fiona on 021 232 6805 or email fiona@mediationmatters.co.nz
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You will gain:
- Knowledge of how conflict affects our minds and bodies, and an increased awareness of how we communicate.
- Practical skills to polish your own reactions and behaviour, and to influence others
- Confidence to put these skills & knowledge into practice, to express yourself more assertively, and to have those difficult conversations
The range of Conflict Resolution Skills Seminars & Workshops that Mediation Matters provides are designed to equip your staff with the essential skills they need to handle conflict situations confidently, effectively, and calmly - all delivered in a welcoming, interactive, and safe environment. With over two decades of experience in teaching communication skills to adults and in frontline customer service, Fiona understands the everyday challenges faced in dealing with difficult people and situations. As a result, her approach and philosophy are based on the latest neuroscience in conjunction with core skills and strategies.
Skills and Strategies which:
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Can be easily recalled in times of need
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Enable participants to communicate with clarity
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Reduce stress levels by changing the focus
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Are non-judgemental and non-threatening
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Are practical and future-focussed
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Become skills for life
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Develop a whole intelligence around how we communicate
The signature Mediation Matters Conflict Resolution Skills Course consists of 6 modules of 2-3 hours each. Each module covers different aspects of conflict and communication, building from one to the next to acquire a whole intelligence around how we connect with each other. Participants develop the ability to deal with conflict in the most effective and efficient ways possible, and benefit from time for reflection and practice between modules. Groups are usually kept to a maximum of 12 participants to ensure everyone receives individual attention.
Each of the 6 modules can also be delivered as a stand-alone seminar of 2-3 hours:
Module 1 'The Neuroscience of Conflict'
Module 2 'Our Environment and Culture'
Module 3 'Challenges to Authority'
Module 4 'Transforming Communication'
Module 5 'The Importance of Empathy'
Module 6 'The Use of Force & Gratitude'
Workshops and seminars can be tailor-made to suit the needs of the participants and the organisation.
Talk to Fiona today about your particular needs, to create a
Conflict Resolution Skills seminar or course specifically designed for you.
In-house seminars & workshops
Call Fiona today to discuss upskilling your frontline staff or your team
- Call centres – customer service personnel, team leaders.
- Supermarkets – checkout staff, customer service roles, supervisors.
- Airlines – Ground staff and flight attendants, supervisors.
- Retail – Sales assistants, customer service personnel.
- Schools – teachers, administration staff.
- Emergency Services – frontline staff and call centre personnel.
- Human Resources – management team and advisors.
Testimonials:
"You were fantastic. The insights were extraordinary. Excellent usable advice for difficult situations. We thank you for that." ... and ...
"I've been writing the monthly column for Employment Today for eleven years. Mostly about courage and respect and loyalty in the workplace. But attending your presentation made me think much more about how moving difficult situations along is a priceless skill. I have pinched some of your recommended language. It works every time."
Neville Aitchison, Past President of Penrose Rotary Club.
"It's only week 3 and I've seen huge improvements in the way my team communicate with each other. Those who are on the course can't stop talking about it; they are sharing the information, and modelling the skills, for the others. I feel more confident in their ability to handle difficult situations, and meetings run much more smoothly now." Tess Liew - Community Projects Manager, Ka Mau Te Wero Charitable Trust
“You always work really hard to make sure everyone gets something out of working with you and that what you say is accessible and relevant, and - well, you're a star! Thank you for agreeing to offer and facilitate the webinar session; very much appreciated.” Hazel Owen (ICT Enhanced Learning & Teaching Consultant)
"I found your presentation extremely useful - the style with which you presented was excellent. Interestingly, I found myself using 'NVC' language during a discussion this morning- Fabulous!"
Kylie H - Mediator & Organisational Adviser
"Yes I thought the workshop was very useful. The only time I ever have students coming into my office is when they are unhappy with their homestay and want to move for whatever reason. Generally it's for something trivial such as; not enough food, too cold, family isn't talking with them enough. It can be very frustrating when all the student has to do is communicate with the family. I actually used the strategy Fiona speaks of on one of our Saudi students and it seems to have worked. I am going to continue to use it and hopefully I and our students will be a lot happier."
Julie – Private School Homestay Coordinator
"I really appreciate the safe and friendly environment you created - I felt able to fully engage in the workshop, and ended up having a lot of fun. Thankyou." S.C.
"These workshops are definitely valuable for anyone that works in an environment/job that requires communication, particularly with other cultures. Thanks."
"I would absolutely recommend this workshop, yes! To anyone! In any work environment/area of business."
Call Fiona today on 021 232 6805 or send an email to info@mediationmatters.co.nz to arrange a free consultation around your needs and how Mediation Matters can support you (and your staff). |
