Managing Conflict

Learning Path: Workplace Skills Builder

Duration: 2 Day(s).

Course Overview

The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a positive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals. 
Many people view conflict only as a negative experience and try to avoid it. When the people involved cannot work through it, they can become engaged in a battle that does not result in growth. When this type of conflict arises, it causes hurt feelings and damages relationships.
During this workshop, you will discover tools and practice conflict resolution strategies that lead to positive and successful outcomes.

Endorsed by

Learning Objectives

  • Understand the nature of conflict.
  • Define the types and stages of conflict.
  • Understand five common conflict resolution methods and know when to use them.
  • Use verbal and non-verbal communication skills to manage emotions and facilitate positive conversations.
  • Build your confidence to address conflicts positively rather than avoid them.
  • Use techniques to mediate conflicts with your team members or co-workers.

Target Audience 
HR professionals and managers

Course Calendar

Nothing Yet !

Course Outline

Unit One: Putting Conflict in Perspective
Unit Two: Identifying the Faces of Conflict
Types of Conflict
Open and Hidden Conflicts
Spontaneous and Reflective Behavior
Unit Three: Understanding the Johari Window
Case Study: Spontaneous and Reflective Behaviors
Unit Four: Understanding Stages of Conflict
Robbins’ Five Stages of Conflict
The Struggle Spectrum
Three Possible Conflict Outcomes
Creating the Win/Win
Unit Five: Understanding Your Conflict Resolution Style
A Survey
Reading the Conflict Grid
Identify the Pros and Cons
Unit Six: The Role of Communication in Conflict Resolution
The Communication Chain
Identify Other Communication Barriers
Establish Positive Intent
Unit Seven: Using Active Listening Skills
Unit Eight: Using Paraphrasing Skills
What is Paraphrasing?
Pairs Exercise
Unit Nine: Asking Questions with Purpose
Types of Questions
Use Probing Techniques
Unit Ten: Understanding Body Language
Unit Eleven: Conflict Effectiveness Benchmark
Unit Twelve: The Conflict/Opportunity Test
Unit Thirteen: Resolving Conflicts – A Model that Works
The Needs and Assumptions Model
A Strategy for Conflict Resolution
Unit Fourteen: Helping Others Through Conflict
Tips You Can Use
Facilitating Conflict Resolution
Set the Ground rules
Coach through Conflict
Manage Your Emotions

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