Handling Conflict Situations for Council Officers

Time: 9:30am to 4:30pm

All Council Officers 
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.
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.
Participants will gain an understanding of:
- Possibilities and limitations of conflict management
- Nature and source of conflict
- Identify personal conflict styles
- Provide practical opportunities
- Different responses to various conflict situations
- Common conflict situations
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”.

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.