Mastering the Art of Conflict Management

Course details

• Supervisors & Managers
• Team Leaders & Team Members

• An overview of the definition of conflict and what conflict resolution means
• Familiarity with the six phases of the conflict resolution process
• Understand the five main styles of conflict resolution
• Explore how Emotional Intelligence (EQ) is relevant to managing conflict
• Learn how to analyse your personal strengths and weaknesses in Emotional Intelligence
• Master communication tools such as the agreement frame and open questions
• Understand how to use EQ to deal with anger, lack of assertiveness and stress
• Learn how to use conflict resolution tools to prevent conflict.

• Understand basics of Emotional Intelligence and be able to use Emotional Intelligence Skills to deal with emotional viruses like anger, lack of assertiveness and apply stress management techniques
• Use emotional intelligence competencies in self-leadership skills and in motivating self and others
• Learn how to use emotional intelligence in day to day conflicting situations inside and outside the workplace for a balanced life
• Focus on the Win-Win Approach using the three critical skills of conflict resolution: Negotiation, Assertiveness and Persuasion.

• An Introduction to Conflict Resolution
• Conflict Resolution Styles with the Thomas-Kilmann Instrument
  • Collaborating
  • Competing
  • Compromising
  • Accommodating
  • Avoiding
• The Role of Emotional Intelligence in Conflict Resolution
  • What is Emotional Intelligence?
  • The Pillars of Emotional Intelligence
• Four Skills in Emotional Intelligence
• Role of Communication in Conflict Management
• Control Your Emotions before they Control You
• Creating an Effective Atmosphere
• Creating a Mutual Understanding
  • What Do I Want?
  • What Do They Want?
  • What Do We Want?
• Focusing on Individual and Shared Needs
• Getting to the Root Cause
• Generating Options
• Building a Solution
• Additional Tools
• Stress and Anger Management Techniques
• The Agreement Frame.