conflict  management

Delegates will learn
  • How to evaluate determine difference between conflict and competition and demonstrate an awareness of the signs and potential outcomes of workplace conflict
  • How to recognise the effect of conflict upon group decision making processes and evaluate strategies for overcoming conflict or using it to positive effect
  • How to recognise different types of conflict and evaluate strategies that aim to promote positive, constructive conflict and avoid destructive personal attacks
  • How to evaluate strategies for handling difficult people and avoiding unnecessary conflict
Style

This intensive 2-day course will give you an in-depth insight into the root of negative behaviour, enabling you to handle tricky situations and "difficult" people more effectively. You will also discover how you can best "put your case" in meetings with your staff, colleagues and seniors, avoiding negative confrontation and achieve successful working relationships with all your clients and colleagues.

Target Audience

Anyone who finds conflict difficult to deal with

Topics

WHAT IS CONFLICT?

  • The difference between competition and conflict
  • Causes of conflict
  • Values and behaviours
  • How to recognise conflict
  • Thomas Killman Conflict Mode Model®
  • Conflict attributes - body language, voice and words
  • Positive outcomes of conflict
  • Negative outcomes of conflict
  • How conflict affects the ability to make effective decisions

STRATEGIES FOR MANAGING CONFLICT

  • How to stop differences of opinion from becoming personal
  • Handling difficult people
  • Managing conflict to enhance individual and team performance
  • Good news about competitive people
  • Handling sensitive issues 

ASSERTIVENESS & NEGOTIATION

  • Building and managing effective relationships
  • Types of assertion
  • A 5-stage framework for assertiveness
  • Matrix management
  • Principles of negotiation
  • A 4-stage approach to negotiating
  • How to gain a win-win situation
  • Project related negotiating (how to negotiate when you don’t have anything to bargain with

COUNSELLING

  • Definition of counselling in the work context
  • How counselling can help in managing conflict
  • How to counsel people effectively

SUMMARY & CLOSE

  • Key learning points
  • Personal action planning