Conflict Resolution

Course details

Conflict can have a huge effect on productivity, morale, teamwork, and meeting business objectives, if it is not managed.

This course is designed to help provide the necessary insights and relevant skills that can be applied whenever conflict arises. It will also explore conflict as a healthy option, to produce positive change, which may lead to unity and promote stronger working relationships. Anyone who has to deal with situations where there is a difference in personalities, values, or standards that may lead to confrontation would benefit from attending this course.

Course Objectives:

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

• Recognize the root causes of all forms of conflict
• Define the characteristics of conflict in general
• Identify their preferred style for dealing with conflict
• Describe the importance of interpersonal behaviors when dealing with conflict
• Choose the most appropriate tactic for dealing with conflict
• Recognize how different types of behavior can impact conflict situations
• Identify the four stages in facilitating confrontation and reconciliation

Course Outline:

• Establishing Personal Objectives for the Course
• Your Experiences of Conflict Situations
• Features and Definitions Associated with Conflict
• Characteristics of Conflict
• The Conflict Mode Instrument Inventory
• Five Methods of Managing Conflict
• Conflict and Non-verbal Communication
• Questioning Techniques
• Listening Skills That are Important When Dealing with Conflict
• Barriers to Effective Listening
• Healthy and Unhealthy Conflict
• Assertiveness Skills
• Transactional Analysis - The Ego-state Model
• Facilitating Confrontation and Reconciliation
• A Conflict Resolution Case Study
• Completion of a Personal Action Plan