Managing Conflict

This highly interactive and engaging programme aims to provide participants with an opportunity to develop conflict awareness in work setting and an ability to diagnose conflict before it intensifies. Through the use of role plays and exercises, participants learn to apply appropriate conflict resolution techniques to tense situations to get maximum results.

How you benefit:

• Understand the impact of emotions in conflict situations

• Describe the five conflict management “modes” of the Thomas-Killman matrix

• Demonstrate strategies that avoid escalation of conflict

• Demonstrate techniques to show empathy and rapport

• Review a variety of conflict management tools and apply these during skills practice