Conflict Management

Overview

Conflicts can be resolved peacefully and effectively. Peacefully discussing differences of opinion is a healthy way to bring important issues to light and strengthen your relationships with co-workers, managers and suppliers, as well as friends and significant others. This course helps delegates learn how to effectively handle conflict in a way that minimises stress and relieves tension.

Prerequisites

• No previous knowledge is required.

Objectives

• Identify what conflict management is and how to deal with it in the workplace by using strategies that work.

What's included

• Lunch and refreshments when training is delivered at our training venues
• Comprehensive course materials and exercises

Course Content

Introduction

• What is conflict?

Conflict management strategies that work

• The six-step approach to win-win conflict resolution
• Practising everyday conflict resolution skills
• Dealing with the 4 most common sources of conflict that lead to disagreements
• Choosing a management style that fits the situation

How to deal with your own anger and emotions

• Safe ways to blow off steam without venting it on people
• How to understand what's really bugging you
• Seven steps you can take to experience your feelings without acting them out
• Expressing yourself without accusation, sarcasm or hostility

Responding to anger in others

• How to validate someone's anger without fanning the flames
• One sure-fire way to let the situation cool down before trying to resolve it
• Effective strategies for defusing an escalating argument
• Quickly de-escalating an emotional confrontation with a boss or co-worke

Conflict communication skills

• Overcoming the feeling that negative feedback is a personal attack
• Turning negative self-talk into positive affirmations
• Avoiding the eight most common pitfalls to giving negative feedback
• Recognising that difference between valid feedback and a personal put-down

Taking care of yourself

• Relaxation skills you can master to control stress and relieve tension
• How to handle rejection and still feel good about yourself
• Setting your limits - how to say "No" without generating anger or guilt