Managing Conflict

Who is the course aimed at?

We know that conflict is a natural dynamic that happens whenever people are interacting with one another on a regular basis.  Yet most of us never learn how to effectively manage and resolve conflict. In fact, most people try to avoid it at all costs.  This workshop is aimed at managers, team leaders and employees who want to identify, manage and resolve conflict more productively at work.

By the end of the course delegates will be able to …

• Describe the difference between conflict and opposition

• Understand the importance of effective conflict management

• Identify why people go into conflict

• Understand their own approach to conflict

• Identify conflict in others as well as themselves

• Describe the stages of conflict

• Understand the 5 keys towards successful conflict management

• Understand how best to manage conflict conversations in order to achieve resolution

• Apply easy-to-use skills in order to manage conflict more productively

Topics covered

• Costs of conflict

• Conflict versus opposition

• Causes of conflict – conflict triggers

• Recognising the warning signs – identifying conflict

• Stages of conflict

• Keys to managing conflict

• Guiding conflict conversations towards resolutio

• Responding and dealing with difficult people

• Future conflict management

• Turning conflict into collaboration

Methods used

• Practical Exercises

• Case Studies

• Skill Practice

• Syndicate Sessions

• Discussion