Conflict Management

Upon successful completion of this course, students will be able to:

• Develop skills to assess a conflict situation and monitor your reaction to the conflict.
• Utilise effective communication techniques to manage conflict in a proactive manner.
• Resolve conflict through identifying its source, determining and implementing the best solution.

Content:

Lesson 1: Recognising conflict

• Identify your personal reaction to conflict
• Develop a healthy attitude toward conflict
• Assess the situation
• Avoid conflict escalation

Lesson 2: Responding to conflict

• Actively listen
• Communicate effectively
• Respond to negative tactics

Lesson 3: Resolving conflict

• Identify the source of the conflict
• Determine the best solution
• Implement the solution