Management and Leadership Courses
Conflict Management
Course Overview
Conflict can have a huge effect on productivity, morale, teamwork and ultimately meeting business objectives, if not resolved.
This one day workshop is designed to help provide you with the necessary insights, a proven approach and the relevant skills that can be applied whenever conflict does arise. It will also explore the possibility of conflict in a positive light to produce positive change, which may lead to unity and promote collaboration.
Course Objectives
By the end of this workshop you will;
- Understand the two fundamentals involved in conflict
- Understand why conflict happens
- Have identified and know how to deal with behaviours which trigger and escalate conflict
- Know the different styles individuals may adopt in conflict situations
- Have a range of tools and techniques to help you resolve interpersonal conflict
- Be able to recognise how conflict may manifest itself in a team situation
- Be able to mediate a conflict situation
Course Content
Understanding Conflict
- What is conflict?
- Why conflict occurs
- Conflict handling styles
Conflict Behaviours
- Recognising conflict in others
- Dealing with different behaviours
Conflict Management Skills
- Building rapport
- Effective questioning and active listening
- Perceptual positions
- Using empathy
- Communicating from an adult state
Conflict in Teams
- Recognising conflict in teams and its causes
- Tactics to negate conflict
Mediation
- Planning to mediate
- Holding a mediation meeting
Scenarios
Reflection and Personal Action Planning
