Download: Course Specification

Course Content

Learn effective conflict management techniques and resolution strategies to address confrontation in the workplace.

This one-day workshop on conflict management provides useful advice on handling disagreement at work and building a successful conflict resolution plan.

Current strategies for handling conflict in the workplace

• Defining confrontation
• Identifying where you focus your attention and energy
• Role of managing conflict in the workplace
• Current conflict resolution strategies
• Presentation, practice sessions in pairs with co-coaching, facilitated group review

Conflict styles

• Recognising different styles of conflict
• Recognising your own preferred way of dealing with conflict
• Identifying the impact of different conflict styles
• Presentation, individual questionnaire and reflection, small group exercise and review

Process for managing conflict

• Crosby’s conflict process
• Reviewing different stages of the conflict process
• Recognising contributions and potential conflict management strategies to change outcome
• Presentation, individual reflection and pairs exercise, group review

Influencing and assertiveness styles

• The wheel of influencing
• Non verbal elements of influencing
• Stating wants
• Using consequences
• Suggesting and proposing ideas
• Giving feedback
• Adapting to the situation with integrity
• Presentation, pairs exercise and practice, facilitated group review

Conflict resolution activities

• Testing out the use of current and new confrontation management strategies
• Practice sessions in pairs or trios, facilitated group review

Action planning and reflection

• Review of learning and action planning, course feedback
• Individual reflection and action planning exercise, facilitated group review

Who should attend this brilliant course

Aimed at managers and team leaders, the conflict management course provides the skills, knowledge and confidence to effectively manage and turn around conflict situations in the workplace, in a clear, assertive and constructive manner.



Team Learning Outcomes

By the end of this one-day training course, the participants will have:



• Defined confrontation and their role in managing conflict in the workplace to ensure they maximise individual and team performance
• Identified their preferred style/s in influencing others and managing conflict and the additional strategies that they need to use to successfully resolve the conflict situation
• Demonstrated their skills in resolving conflict and confrontation
• Have identified a plan to apply and enhance their communication skills in the workplace to address existing conflicts
  

Good to know

• Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the Tutor to give on-target training that is focused on the individual delegates.
• At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals, and that will also be an important tool for management reference.
  

Food for thought

Why not add Breakaway Techniques to this course to create the ultimate Conflict Resolution safety package?