4.5 (425 reviews)
As a manager, you will deal with conflict situations both as a mediator (to help resolve conflicts between others) and as a participant (when you, yourself, are in conflict with someone).
Course Overview
Duration:
1 Day
Audience:
- Anyone who needs to learn how to manage and resolve conflict in the workplace
- Managers, Supervisors and Team Leaders who need to manage team conflict
Benefits:
- Understand conflict and how it escalates
- Learn to use five common conflict resolution techniques
- Learn when and how to intervene
- Strengthen team communication, trust and morale
Course Content
Learning Outcomes
- Understand the nature of human conflict and ways to manage it.
- Explain the importance of listening when dealing with conflict situations, and appreciate different listening techniques.
- Define negotiation and discuss the process of negotiation
- Define mediation the process of mediation
- Define facilitation the process of facilitation
- Discuss problems that may arise through negotiation, in particular, balance of power and its connotations
- Explain the importance of working in groups as a means of learning how to deal with group conflicts
- Explain ways of understanding and dealing with different types of conflict or crisis.
Types of Conflict
- Personal Conflict
- Interpersonal Conflict
- Group Conflict
- Open and hidden conflict
- Measuring Levels of Conflict
- Positives and negatives of conflict
What Causes Conflict
- Communication
- Personal
- Process
Personality and Conflict
- How your personality affects the way you deal with conflict
- Johari window
- Behaviours in conflict
Methods of Handling Conflict
- Avoiding
- Competing
- Accommodating
- Compromising
- Collaborating
- Assessing your own conflict-handling style
- Developing greater style flexibility
Communication in Conflict Resolution
- The Communication Funnel
- Barriers to effective communcation
- Questioning and Listening Skills
- Paraphrasing and reframing
Conflict Management
- Conflict Management Steps
- Choosing the appropriate conflict management style that fits the situation
- Win/win approach
- Perfection, discovery and creative responses
- Empathy
- Assertiveness
- Co-operative Power
- Mapping conflict to resolution
Understanding Conflict Responses
- Blame
- Justification
- Denial
- Handling emotions
Negotiating
- Separate people from the problem/li>
- Focus on interest not position/li>
- Generate several options/li>
- Use objective standards/li>
- Phases of Negotiation/li>
- Preparation/li>
- Interaction/li>
- Close/li>
- Assessing your Negotiation Style
Mediation
- Meaning of Mediation
- Uses of mediation
- Running a mediation session
- Qualities of a mediator
- Stages of mediation
Delivery Options
Delivery
 |
Classroom sessions are delivered at a nominated location (Private courses only). Inclusions: |
Full Day Sessions: Half Day Sessions: |
 |
Live online sessions are instructor-led in a virtual environment, providing hands-on instruction and practical activities for participants. Participants can see the instructor screen and interact with the instructor and other participants. Instructor can assist participants on their screen if necessary. Participants can join a session from any location using the Course Invitation. There is no need for software just a computer with an internet connection and a browser. Public sessions are conducted through Live Online. Inclusions: |
Full Day Sessions: Half Day Sessions Times:
|
Available Conflict Resolutions courses
There are no events in the selected category
Brochure