Everyone encounters numerous conflict situations in the course of his work and in his social relationships. These conflicts can either adversely affect relationships or they can be used to clear up a situation. The way we resolve them, will significantly influence the approach of the involved parties to any future co-operations.
CONFLICTS MAY HAVE POSITIVE EFFECTS, TOO; however, unless appropriately managed, they may result in serious consequences, which ruin staff relationships, creativity and productivity, and even waste financial resources.
THROUGH THIS TRAINING PROGRAM, THE PARTICIPANTS WILL UNDERSTAND the nature of conflicts, and will learn how to assess their conflicts, the impacts of those on themselves and their performance, and will also find out how to make conflict outcomes constructive. They are familiarised with the development, components and the customary flow of conflicts, as well as the potential and expedient conflict resolution styles, and the way to apply them.
THE COURSE WILL DELIVER A NUMBER OF TOOLS, techniques and theories of conflict management, which the participants can acquire through hands-on situations. This turns conflict management into an efficient tool that facilitates satisfaction and profitability.
By the end of the program participants will be able to recognize the reasons of conflicts and choose the right style together with assertiveness, and they will reach the best possible solution.
Potential follow-up courses
- Assertive Communication
- Managerial Communication
- Insights Personal Effectiveness
- „During the year 2010 ING Pension funding organized a series of trainings for a part of its employees and agents. Our only partner in this project was Develor Bulgaria. ... My impressions with Develor are from our joint work on the preparation of the program application documents, setting up training goals, their realization and the finalization of the project. Our initial expectations changed during the process of needs analysis. Our Develor partners extremely skilfully expanded our horizons and managed to mark specific areas where we should focus our efforts. Trainings were focused on practice and diversity of situational modules. They were delivered by three Develor trainers. Except for my excellent impressions by Todor Todorov, I can confirm my colleagues’ high appraisals for the other trainers. We still discuss the Insights profiles which every participant received even a year after the training. I would like to express my high appraisal for the entire project and for [how they] managed to help us see more clearly our boundaries on specific elements which to put on their right place, and most of all for that today we have the knowledge how to manage our sales and expectations.”
- "...My first experience with Develor was during organization of a company event for Schneider Electric with the main idea to support the team cohesion. Based on the needs assessment of our company and our expectations Develor proposed Insights - the personal colourful typology. It had been prepared to exactly suit our needs content-, organization- and language wise (because of participating foreigners), taking into consideration the number of participants and the location of the event. The Insights training was led by trainers Kinga Novotná, Milan Zekucia, Martina Georgievová, Vladimír Rýpal and Dana Nemčická, who managed to grab the attention of the participants and inspire them to understand better both themselves and their colleagues. After the company event I had received positive feedback not only from our employees but from our management as well. Develor also proposed the second part of the event - the outdoor activity which was also realized on a very professional level. After the first positive experience I have approached Develor to prepare the Presentation skills training for selected employees, who present in front of the external customers. The training was delivered by Martina Georgievová, who can connect the theory and practice in an attractive manner. I value her professionalism and time during the training preparation, of course the delivery itself and her immediate feedback to the participants during practice. The evaluation received from the participants assured me that in case we need to develop our employees in the future I will gladly approach Develor with confidence."
- "Develor offered us their services at the beginning of 2007. Based on the needs assessment they carried out; they 'tailormade a training program' for us. Their competitive advantage is their professionalism and personal maturity of their trainer, who could draw the attention of people thanks to real life examples. This is due to his several years’ experience in the FMCG environment. This was also his asset in answering all the specific questions and situations that our salespeople meet in their everyday work. Employees praised the trainings and positively evaluated the quality of the training as well as the facilitation of the trainer who was able to identify himself with their role. Personal typology training was interesting and impactful and it helped in improvement of communication on different levels in our company. ... We are happy to use the services provided by Develor while reacting on our training needs in future."
- "...We are impressed by the ability of Develor Bulgaria to prepare the trainings and the leading trainers, so as to adapt and cope with diverse group of participants. We admit the benefits of pre-investment of time by consultants from Develor in meetings with participants at different levels within the organization. The leading trainers managed to adapt the theoretical models to the daily work of the participants, using examples and exercises based on real situations... Develor Bulgaria impressed with its capacity to assist in organizational administrative implementation and reporting of activities financed under EU programs."
- “We started to cooperate with the Develor company in April 2010, when we selected it from among several companies, which we addressed with the aim to increase the service level of our contact centre operators. We decided to choose their services based on a comprehensive approach proposed by them, which exceeded our original expectations and professionally reacted to our needs. Within the carried out development program, there were efficiently combined several approaches, e.g. in determination of the initial situation – an analysis of recordings of the contact centre, in the proper implementation of the program – a practically oriented training, mystery calling, individual coaching of operators and an application workshop as a supportive tool for introduction of new procedures in the practice. Develor subsequently formulated practical measures of a systematic character, which reflected the identified needs – from application of the legislation in force to adjustment of standards for operators and elaboration of the contact centre's methodology of work, which we applied in practice. The trainers and consultants were professionals, who helped us implement the proposed solution thanks to their committed and professional approach. Since we originally expected only the mere training, their commitment highly exceeded our expectations. Based on this experience and positive reactions of employees we have decided to cooperate with the Develor company in development of employees also in future."
- "Over the last few years, Develor’s staff has played a significant role in training our leaders. We highly recommend their Leadership Academy program for all newly appointed leaders…"