Conflict Management (2 Days)

Learning Objectives:

  • Analyze conflict situations around you
  • Analyze your stance and that of the actors involved in the conflict
  • Intervene to resolve conflict situations

Learning Outcomes:

Participants completing the course will be able to:

  • Identify exactly what conflict is, why it arises and how it can be
    utilized for maximum benefit
  • Recognize the various stages of conflict and preventing them from
    escalating
  • Deal with conflict with a greater awareness of the conflict
    management style of themselves and others
  • Utilize a variety of methods for managing conflict successfully
  • Invest less time and energy in conflict and creating more
    productive relationships with others
  • Learn how to respond tactfully when faced with tension or
    disagreement
  • Use effective influencing skills to positively affect the outcome of
    every situation
  • Differentiate between assertiveness, aggressiveness and
    passiveness behaviors
  • Explore the skills in balancing assertiveness and people skills at
    the workplace

Outline:

Understanding Difficult Behaviors
  • The difficult people in the workplace
  • What provoke negative attitudes and difficult behavior
  • Dealing with various type of difficult behaviors

Introduction to Conflict Resolution
  • Conflict Resolution Theory
  • Sources of conflict
  • Methods of Resolving Conflict (Thomas-Kilmann Conflict Mode
    Instrument)
  • Conflict resolution continuum
  • Evolution of a Conflict

Communication Within Your Team

  • Understanding Empathy
  • The Art of Listening
  • Enhancing Work Relations
  • Benefits of Good Work Relation
  • Improving Internal Customer Relations


Conflict Management Techniques
  •    Advantages and Disadvantages of Resolving Conflicts
  •    Sources of Conflict
  •    Conflict Resolution Strategies
  •    Action checklist for Conflict Management

Techniques for Resolving Conflicts Successfully
  •     “I” vs YOU Language
  •    Anticipation
  •    Self-Interest
  •    Meta-Talk
  •    Limit-Setting
  •    Consequences

Handling Difficult People in the Workplace
  •    Types of Difficult People:
  •    Understanding Behaviors
  •    Assertive Skills

Negotiation Skills
  •    Type of Negotiation Styles
  •    Core Negotiation Skills
  •    Target Point
  •    BATNA (Best Alternatives To a Negotiated Agreement)
  •    Resistance Point
  •    Negotiating Range

Understanding Emotional Intelligence
  •    What cause emotions
  •    Types of emotions
  •    How to regulate your emotion during conflict


Lesson Review
talent. Communication Skills are enormously important

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