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CONFLICT MANAGEMENT

Course Overview

Conflict management training is important because a badly managed conflict in the workplace could cause major damage to the productivity of the whole team.

There are four major types of conflict:

  1. Conflict based upon poor behaviour
  2. Conflict based upon differences of opinion
  3. Conflict based on misunderstandings
  4. Conflict based upon "character clashes"

You will learn to handle all four types on this course.

CONFLICT MANAGEMENT

Select date:


Course Structure

Session 1 

  • How can you get the best result from any conflict situation?
  • During dispute resolutions, speak clearly, rationally and with a positive attitude
  • Self-assessment of your strengths and weaknesses
  • Clarity of purpose. Know what you want
  • You must know what you want AND what the other person wants
  • Talk about what you can do, not what you cannot do
  • Distinguish between cynics and critical thinkers
  • The use and misuse of humour at work

Session 2 

  • Use REASON to resolve conflict, not avoidance nor high emotion
  • Use objective, factual language, not derogatory, emotional language
  • Be exact in your description of what is wrong
  • Suggest practical solutions and ask for an agreement
  • Distinguish reasons from excuses and have a different policy for each
  • During dispute resolution, learn when to compromise and when to stand firm
  • When managing conflict, use proper body language and voice tones
  • Give instant praise and appreciation for any concessions or movement

Assessment

Practical interaction throughout the course duration

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