Conflict Management Systems Design (1 day program)
Conflict Management Systems Design
A course for dispute resolution and conflict management professionals and for organisational compliance managers who want to increase their knowledge of conflict management systems - both concepts and practical design - in order to operate systems in their workplaces, or design systems as consultants.
Learning Objectives
As with all TSG training, this course is customised to address the individual circumstances and needs of individual participants, and of individual businesses, organisations, professions and industries.
The course is designed to equip participants with the knowledge and tools required to assess the quality and effectiveness of existing conflict management systems and to design enhancements for same, based on the results of those assessments.
The course also provides participants with the knowledge, tools and techniques required to design new systems from the ground up, including guidelines for gathering stakeholder and performance information, focus group inputs etc.
Hierarchy of Skills - Position in Skills Development Program
This is a Level (5) training course - our highest level for a "standard" course. It builds on the knowledge and skills acquired in earlier courses covering: (1) Complaint Handling (including Problem Solving & Decision Making); (2) Communication / Balance Communication; (3) Negotiation; (4) Facilitation / Mediation.
Alternatively, participants may have obtained significant knowledge from other (there are no comparable!) courses and from relevant practical experience, working in or with conflict management systems and dispute resolution activities.
We regard the design function as the highest functional level in our skills hierarchy. The way we teach, there are elements of solution design in all levels of our training. This course brings them all together - and then extends them!
Course Topics
Overview of Advanced Conflict Management and Systems Design Concepts.
Project Management Design - planning considerations.
Benchmarks for functional needs and performance expectations. Quality issues.
Diagnostic tools for systems analysis - structure and performance.
Data Gathering - data collection and analysis, surveys and focus groups.
System Design - guidelines, tools and techniques. Internal/external parameters.
Performance Measurement - documentation, data capture, assessment and reporting.
System Implementation - logistics, timelines, announcements, training and launch.
System Monitoring - performance review and assessment (internal and external).
System / Continuous Improvement - assessment committees, feedback loops and quality control.
Panic buttons - recognising when extra help is needed - and how to find it.
