Management Skills
Conflict Resolution
Overview
Conflicts are a natural and inevitable part of people working together, sharing diverse thoughts, concerns, perspectives, and goals. 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). These situations can be complex and difficult to manage.
Who Should Attend
• 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 of Completing This Course
• Understand conflict and how it escalates
• Use five common conflict resolution techniques
• Learn when and how to intervene
• Strengthen team communication, trust and morale
Inclusions
- Training Manual with step-by-step instructions
- Practice files relevant to the training material
- Training Completed files - you are free to take away any completed files for review
- Unlimited online support, as training doesn't stop when you walk out our door
Learning Outcomes
• Understand the nature of human conflict and ways to manage it.
• Explain the importance of listening when dealing with conflict situations
• Appreciate the different listening techniques.
• Define and discuss the process of negotiation, mediation and facilitation
Topics Covered
Types of Conflict
● Personal conflict
● Interpersonal Conflict
● Group Conflict
● Open and hidden conflict
● Measuring Levels of Conflict
● Positives and negatives of conflict
Causes of Conflict
● Communication
● Personal
● Process
Personality and Conflict
● How your personality affects the way you deal with conflict
● Personality clashes
● Johari window
● Behaviours in conflict
Methods of Handling Conflict
● Avoidance, Competing, Accommodating, Compromising, and Collaborating
● Assessing your own conflict-handling style
● Developing greater style flexibility
● Building rapport with opposite thinking styles
● Establish root cause of conflict rather than responses to conflict
Communication in Conflict Resolution
● The Communication Funnel
● Barriers to effective communication
● Questioning and Listening Skills
● Paraphrasing and reframing
Understanding Conflict Responses
● Blame
● Justification
● Denial
● Handling emotions
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
Negotiating
● Separate people from the problem
● Focus on interest not position
● Generate several options
● Use objective standards
● Phases of Negotiation - Preparation - Interaction - Close
● Assessing your Negotiation Style
Mediation
● Meaning of Mediation
● Uses of mediation
● Running a mediation session
● Qualities of a mediator
● Stages of mediation
Live online - learn by doing.
Our Live Online courses are conducted through a dedicated learning platform that enables us to provide instructor-led, hands-on training to develop real skills, in real time. Each participant logs into their own virtual environment set up specifically for the course. This is a fully interactive experience - just like in a classroom. No passive lectures, no videos to follow - real-time, hands-on practice with your instructor guiding you every step.
Instructor
- Provides real-time, live hands-on instruction and demonstration
- Provides step-by-step practical activities for participants
- Can assist participants on their screen, if necessary
- Can share participant screens to enhance discussion
Participants
- Receive hands-on instruction, step-by-step exercises and skill-builder activities
- See the instructor's screen while working in their own environment
- Can interact with the instructor and the group of participants
- Can ask questions at any time
- Join the course from any location with internet, using a course invitation
- No need for any software - just a computer with internet and a browser
- No downloads or installs necessary on the participant's computer
Inclusions
- E-Book Training Manual / activity booklet provided
- Certificate of Completion
- Post-course support to the level of the course
- Access to any training exercises used during the session
Session Times
- Full Day Course: 9:00am - 4:30pm
- Half Day Course: 9:00am - 12:30pm or 1:30pm - 5:00pm
Private sessions are booked exclusively for your team and can be facilitated as Live Online group training, or in a Classroom / Face-to-Face setting at your workplace or another organised location. Content and duration can be tailored to your needs - contact our Course Scheduling team to discuss your requirements.
Classroom / Face-to-Face
Classroom sessions are delivered at a nominated location, available for Private courses only.
Requirements (if training is delivered at your site)
- No individual computers are required for participants - this course is discussion, activity and workbook-based
- The instructor will bring their own laptop - please provide power
- A screen or projector for the trainer to connect their laptop to (please indicate the connection method - HDMI or Wi-Fi)
Inclusions
- Training Manual / activity booklet
- Certificate of Completion
- Post-course support for queries relating to the course content
Get in touch with our Course Scheduling team to arrange a private session or confirm delivery options for a specific date.