Conflict Resolution

Course Overview:

Conflict can have a devastating effect on productivity, morale, teamwork and ultimately your organisation. This workshop does not promise an end to all conflict, that is impossible, but it will give you a proven approach and the relevant skills you can easily use whenever conflict does arrive. You will also gain an insight into how conflict can produce positive change, lead to unity and promote collaboration.

Who Should Attend? Team Leaders, Managers and Supervisors who facilitate group processes. Anyone who has the task of resolving conflict or disputes. Those in conflict with others who wish to find solutions.

What will they learn?

• Understanding the root cause of all conflict
• How to manage and resolve conflict
• How to anticipate conflict emerging in a team situation
• How to use conflict to your advantage
• Identifying and dealing with behaviours which trigger conflict

Course Content: Topics covered to include;

• The two primary reasons why conflict occurs
• How to spot the red flags which indicate conflict is brewing and what you can do to prevent escalation
• The five classic conflict resolution strategies – and how to use each one
• How to comfort people in a way that minimises defensiveness and hostility
• The secrets to controlling your own anxiety, anger and fear in a conflict situation
• Five essential rules for open communication
• Proven ways to prevent conflict from escalating
• Specific ways to deal with manipulative tactics such as blaming, sarcasm, sulking, one-upmanship, nit picking, threats and lies
• Separating the person from the problem – what it really means and how to do it
• How to break the automatic link between emotions and actions
• Mediation – knowing when a third part is useful, and how to make it happen
• Effective ways to resolve conflict between teams and departments
• When the conflict is too big or very complicated – how to narrow the focus and start making progress

Duration:

One Day