Duration: 2 days – 14 hrs
Overview
Conflict is inevitable in the workplace. Conflict situations arise when people have differences between them. At times, efforts to handle conflicts are not paying off due to reasons either within or out of control. People involved may experience confusion as to where to find help or what to do to resolve conflicts. While the term conflict has negative connotations, it need not be a negative force. Managed effectively, conflict can bring important issues to light and facilitate the search for constructive solutions. Today, the pressure to “deliver” by managing conflict and negotiating more effectively is ever present, thus the necessity of providing the solutions and giving the commitments that make it possible to achieve our desired results.
Objectives
• To manage yourself and others to bring about the best possible resolution of a conflict situation
• To smoothen relationships between co-workers and create a more conducive workplace environment
• Describe how conflicts brought about by diversity in the workplace can be turned into an advantage for both personal and professional career
• Determine and apply the process to conflict resolution that will create a positive environment
• Demonstrate techniques to genuinely show empathy and rapport during conflict resolution
• Use active listening in resolving conflicts
• Create a personal plan to apply conflict management at work.
Audience
• Managers and Supervisors: Individuals in leadership positions who are responsible for resolving conflicts within their teams or departments.
• Human Resources Professionals: HR personnel who handle employee relations and seek to enhance their conflict resolution skills.
• Team Leaders: Those who oversee small groups or teams and need effective strategies for managing interpersonal conflicts.
• Customer Service Representatives: Frontline employees who interact with clients and customers and encounter conflict situations.
• Project Managers: Professionals tasked with overseeing projects and resolving conflicts that may arise among team members or stakeholders.
• Business Owners and Entrepreneurs: Individuals who want to cultivate a positive work environment and foster healthy conflict resolution practices within their organizations.
• Anyone Seeking Personal Development: Individuals interested in improving their communication and negotiation skills to handle conflicts in various aspects of life.
• Educational Institutions: Teachers, administrators, and counselors who deal with conflicts among students, faculty, or staff.
• Healthcare Professionals: Nurses, doctors, and healthcare administrators who encounter interpersonal conflicts in medical settings.
• Legal Professionals: Lawyers, mediators, and arbitrators interested in enhancing their conflict resolution skills for legal disputes.
Overall, the course caters to professionals and individuals from diverse backgrounds who aim to develop effective conflict resolution skills for personal and professional growth.
Prerequisites
• Open-mindedness and willingness to engage in self-reflection.
• Basic communication skills.
• Ability to listen actively and empathetically.
• No specific professional or educational background required.
Course Content
Introduction to Conflict Management
• What is Conflict?
• The Nature of Conflict
• Sources of Conflict
• What is Conflict Management?
• The Importance of Conflict Management
Conflict Management Techniques and Strategies
• Five Approaches to Conflict Management
• Conflict Management Matrix
• Consensus Building
• Making the Most of Differences
• Laying Down the Issues – Differences
• Working Through Conflict with Tact and Diplomacy
Managing Conflict Through Negotiations 1
• Negotiation Goals and Approaches
• When To Negotiate
• Different Negotiating Positions
• Analyzing The Situation – SWOT
• Optimizing The Outcome
Managing Conflict Through Negotiations 2
• Exploring Solutions
• Look for Compromise
• Gaining Agreement
• Take a Time-out and Pacing Yourself
• Identifying Different Behaviors
• Dealing with Personalities
Elements of constructive confrontation: How to face it calmly, confidently and head-on
Final Planning
• Application of learnings back in the workplace
