Overview Retail Workshops Professional Diploma in Retail Management		MANAGING WORK CONFLICTS 9 December 2008 (Tuesday) OBJECTIVES Upon completion of the workshop, participants should be able to: 1. Understand the sources of conflicts 2. Identify the benefits of managing conflict 3. Learn a conflict resolution process 4. Apply various conflict handling skills WORKSHOP OUTLINE 1. Case study on conflict situations 2. Understanding Conflicts: 　- Causes of conflicts 　- Types of conflicts 　- Benefits of conflicts 3. Conflict handling model and case application 4. Skills to manage conflicts: preparation, interpersonal skills, conflict resolution discussion 5. Difficult situations and people in conflict handling 6. Skill practice and application Date 9 December 2008 (Tuesday) Time 1 day (9:00 a.m. – 5:30 p.m.) Target Participants Retail Shop Managers, Area Managers, Training Officers & Managers Instructor Mr. Wallance Ma Language Cantonese Venue Rm 302, 3/F., First Commercial Building, 33-35 Leighton Road, Causeway Bay, Hong Kong Fee HKRMA Members: HK$1,350 Non-HKRMA Members: HK$2,025 Enrollment For enrollment details, please download a copy of the workshop circular. For any enquiries, please contact the HKRMA at Tel: 852-2866 8311 or Fax: 852-2866 8380.