Conflict Management

This training course will help you understand the importance of managing conflict and learn the key skills needed for success. During the course attendees will have the opportunity to consider their own situation and develop a personal approach that works for them and for their business.

Please note that this course is customisable, so you can focus on learning the management skills that are most important to you.

Benefits of attending this course…

Conflict benefits no-one and is a potential threat to any business. It causes personal distress, reduces team morale, and often leads to poor performance. The ability to recognise conflict and deal with it effectively is, therefore, a key-skill which everyone benefits from.

The purpose of this course is to recognise situations of conflict and to develop a range of strategies to help resolve them. Whilst recognising the importance of policies and procedures, the course focuses on developing personal skills to help prevent conflict, or help resolve it effectively.

Who is it for?

Managers who need to devise and implement an effective conflict management policy. Individuals who work in high-pressure situations who need strategies for recognising potential conflict situations and managing them.

Objectives

By the end of the training you will be able to…

• Recognise the sources of conflict at work.

• Respond positively and effectively to conflict situations.

• Promote a healthy, conflict-free, atmosphere.

Content

• Causes of conflict at work (and identifying those that affect you).

• Acceptable and unacceptable forms of behaviour.

• The negative impact of conflict on the business (the shocking truth).

• Overview of current legislation and a review of your own policies and procedures.

• Benefits of an informal approach to conflict resolution.

• Methods for dealing with conflict effectively (including reading the situation and the appropriate use of body language and voice).

• Handling difficult situations – using active listening, effective questioning, and assertiveness techniques.

• How to ensure the workplace remains conflict-free.

• Promoting a culture of negotiation and mediation (in order to help others reach agreement).

• Preparing a plan for action once you return to work.