When working with people, it is common that personality and attitude clashes might arise. Managing these conflicts while aiming to achieve personal and work objectives is incredibly challenging and when not managed properly,
Managing Conflict
Description
When working with people, it is common that personality and attitude clashes might arise. Managing these conflicts while aiming to achieve personal and work objectives is incredibly challenging and when not managed properly, can threaten to create major disruption within the team or with clients. The ability to effectively manage conflict is a core competency in the 21st-century workplace.
Outcomes:
List the possible causes of conflict in the workplace
State the five potential approaches to resolving conflict, and identify the optimum option
Outline how to avoid the ‘ostrich position’
Describe the role that Emotional Intelligence plays in ensuring a positive outcome
Content:
The Causes of Conflict
The Conflict Thermometer
Transactional Analysis – Behaviour breeds Behaviour
Assuming the Ostrich Position
Seven steps to conflict conversations
The Thomas Kilman Model
Emotional Intelligence
Modules:
The causes of conflict
Defining ‘conflict’ – is it always bad?
What causes conflict in the workplace
The conflict thermometer – addressing issues before over-reaction!
Transactional Analysis
Eric Byrne’s model – the 3 main and 4 sub elements
The Betaris Box – behaviour breeds behaviour and understanding out role
Assuming the ostrich position
Why do we put it off
Planning the conversation
Dealing with difficulty
Our own approach to managing conflict
The seven steps to conflict conversations (based on Stephen Covey’s ‘7 habits’)
The Thomas Kilman conflict model – how you behave in conflict situations
Emotional Intelligence
The five competencies
Emotional Hijack
Managing personal stressors
Learning that sticks!
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