Conflict Management

Course details

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a football game. At times, we lose sight of the fact that all of this conflict is normal. As long as people are individuals, there will be potential for conflict. That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people. The only people who don’t experience conflict are hermits.

Leaders constantly deal with conflict, and often find themselves in a situation where they need to intervene in a situation to help a group resolve conflict. This course will explore some ways for leaders to intervene effectively.

Course Objectives:

By the end of this course, participants will be able to:

• Understand what conflict is and how it can escalate
• Recognize the five most common conflict resolution styles
• Realize how to increase positive information flow through non-verbal and verbal communication skills
• Utilize effective techniques for intervention
• Strengthen staff trust and morale
• Manage conflicts with aptitude and confidence

Course Outlines:

• Introduction and Course Overview
• Defining Conflict
• Types of Conflict
• Spontaneous and Reflective Action
• Johari Windows
• Stages of Conflict
• Win as Much as You Can
• Conflict Resolution Style Questionnaire
• The Role of Communication in Conflict Resolution
• Seven Steps to Ironing Things Out
• The Conflict/Opportunity Test
• Conflict and Its Resolution
• Facilitating Conflict
• Setting Norms
• Making an Intervention
• Workshop Wrap-Up