Conflict Management

Course Overview

Workplace conflict is inevitable and unavoidable, but when it becomes detrimental, it may impact recruitment, productivity, creativity, retention, and ROI. On the other hand, conflict can be transformed into profit if it is looked at as an opportunity.

If leaders use conflicts to develop their teams in the right way, they can empower their workforce with new levels of confidence and spirit. This energy is a competitive advantage that few organisations can effectively harness and those who are successful could see huge benefits to their bottom line.

While intuition and rationality are essential facets of responding to conflict, it is not enough to rely only on these things to be consistent and fair, avoid further destruction, and reach lasting solutions. People need some form of established guidelines within which they can determine what works well and how effective they can be at resolving conflicts.

Course Objectives

Upon completing this Masterclass in Conflict Management and Resolution Training successfully, participants will be able to:

• Learn about instinctive leadership responses to conflict

• Address any human conflict subtleties in your workplace

• Identify the difference between task conflicts, resource conflicts, and personality conflicts

• Study the CRIP model to unravel the conflict-management challenge

• Detect any purely hierarchal conflicts

• Build your adaptive leadership skills to lead people out of conflict

• Overcome the conflict escalation in your organisation

Course Outline

Module 1: Setting The Scene

• The distinctions between a problem, a disagreement, and a conflict

• Different aspects of conflict – risks vs. opportunities

• Causes of conflict

• Signals to predict conflict

• Perceptions and how we process information can lead to conflict

• Behavioural styles and their impact on conflicts

Module 2: Types Of Conflict

• Open conflict vs. Hidden conflict

• Spontaneous and reflective action

Module 3: Practicalities – The How To’s

• Steps to clarify a conflict

• Conflict styles and outcomes

• Communication is key to conflict resolution

• Reflective listening

• Best practices on conflict resolution

Module 4 Powerful Scenes Of Conflict Styles And Conflict Management

• Conflict styles from some movie scenes

• Conflict management from movie scenes

• Compelling and influential scenes from “12 Angry Men”

Module 5: An Insight Into The Psychology Of Conflict

• How we compose our realities?

• A brief insight into what happens in a conflict situation

• The inner source of conflict

• Changing yourself

• Dealing with anger (yours and others)

• Choosing your battles

• When to say “No”

Module 6: Spontenaus And Reflective Action

• The Johari Window

• Stages of Conflict

• Creating the Win/Win

• Conflict Resolution Style Questionnaire

Module 7: The Role Of Communication In Conflict Resolution

• Conflict as communication

• Active listening skills

• Paraphrasing skills

• Powerful questions

• Body language

• Non-verbal and verbal communication skills

• Effective techniques for intervention strategies

Module 8: Benefits Of Confrontation

• Preventing problems

• Getting focused

• Dealing with problems

• The three-step conflict resolution model

• How to increase positive information flow

• Why people don’t like to do what they are told

• De-stress and meditative options to use when things turn “ugly”

• Ways to control conflicts to increase productivity and performance

Module 9: Communication Essential

• The psychology of communication

• How to listen and ask thoughtful questions

• Why feedback sometimes goes wrong

• Conflict dynamics

• The main causes of conflicts

• Understanding the various dynamics of conflict and how to manage them

Module 10: Communication Techniques For Conflict De-Escalation

• Learning from negotiators

• How to create win-win outcomes

• Questioning techniques for conflict resolution

• The Conflict/Opportunity test

• Helping others through conflict

• The five most universal conflict resolution approaches and when to use them

• Case studies and role play

Module 11: Tips For Futuristic Planning

• Top tips for managing conflict at work

• How to take the anguish out of grievance and the dysfunction out of regulation

• The TCM Resolution Framework

• An overview of the resolution spectrum and the resolution index (RI)

• How to incorporate conflict-resolution into your recovery plan and people-management strategy?