Conflict Management

Course details

Program Objective

By the end of this workshop participants will be able to:-

• Identify what conflict is and how it can escalate.
• Know the five most common conflict resolution styles.
• Learn new and effectives techniques for dealing with difficult people and difficult
• situations.
• Learn how to increase positive information flow through non-verbal and verbal
• communication skills.
• Define some effective techniques for intervention.
• Learn how to strengthen staff trust and morale.
• Managing and dealing with anger.
• Learn how to be more confident of their ability to manage conflicts. 

Program Outline

• Defining conflict.
• Types of conflict.
• Spontaneous and reflective action.
• Johari windows.
• The role of communication in conflict resolution.
• Stages of conflict
• Dealing with change.
• The ten commandments of change.
• Preventing problems. 
• Dealing with problems.
• Causes of difficult behavior.
• The five-step of resolving conflict.
• Managing anger.
• Win as much as you can
• Conflict resolution style questionnaire.
• Seven steps to ironing things out.
• The conflict / opportunity test.
• Conflict and its resolution.
• Facilitating conflict.
• Setting norms.
• Making an intervention.