Handling Conflict Situations for Council Officers

Mount Gambier - 3 May 2017 - 10:30am to 5:30pm 
Adelaide - 8 May 2017 - 9:30am to 4:30pm

All Council Officers including Customer Service Officers, Community Engagement Officers, Community Development Officers, Community Services Officers, Planning and Development Officers and Strategic Planners.
Course Overview:
This course will explore how personal conflict styles influence our behaviour when dealing with difficult conversations and conflict situations. As professionals providing a service to the public, it is useful to become aware of how our own behaviour can be managed to build capacity within the community to respond rather than react to situations. The course will explore the nature and source of conflict, identify personal conflict styles and provide practical opportunities for participants to apply the skills they are learning during the course to a range of common conflict situations. Participants practice the skill is groups of three, with one person taking on the role of the Council Officer, another taking on the role of a resident, with the third person observing and providing feedback. Then they reverse roles so everyone gets a chance to practice in a safe and comfortable setting. Feedback from past participants is that they get the most value out of role playing as “it is the best way to really learn how to become competent at handling conflict”.  

Participants will gain an understanding of:
    - possibilities and limitations of conflict management
    - nature and source of conflict
    - personal conflict styles
    - different responses to various conflict situations.
Barbara Chappell holds a Masters in Conflict Management and is licensed to train the International Association for Public Participation (IAP2) Certificate Program and the Emotion, Outrage and Public Engagement course. Barbara works with Councils and community groups throughout South Australia to raise awareness of the role of conflict management in community engagement and community relations.