Overview

This one-day conflict course covers how to defuse tension at work and minimise its impact. You will learn techniques and tools to prevent conflict damaging morale and performance. Topics include causes, strategies and outcomes including conflict as a catalyst for change.

After this course you will be able to:

  • Understand how to recognise conflict, apparent or potential
  • Better understand the motivations and behaviour of yourself and others
  • Give and receive constructive feedback
  • Draw on five strategies for resolving conflict
  • Be equipped to follow a model for conflict resolution
  • Use strategies and tactics for managing conflict
  • Recognise and react appropriately to certain behaviour-types
  • Understand the stages in facilitating confrontation and reconciliation

 

Who should attend?

This is a universal course designed for a wide range of learners. Training is pitched at a level to help you analyse core concepts and execute universal skills. It is recommended primarily for team leaders and project leaders, although its principles, strategies, tactics and skills are applicable to many people in a wide range of situations where conflict can occur with colleagues, customers, suppliers and other stakeholders.

Learning outcomes

  • Understand how to recognise conflict, apparent or potential
  • Better understand the motivations and behaviour of yourself and others
  • Give and receive constructive feedback
  • Draw on five strategies for resolving conflict
  • Be equipped to follow a model for conflict resolution
  • Use strategies and tactics for managing conflict
  • Recognise and react appropriately to certain behaviour-types
  • Understand the stages in facilitating confrontation and reconciliation

 

Course Outline

Module 1: Understanding conflict

This module covers the nature and signals of conflict and how you can use your behaviour to create a climate where conflict is less likely to arise.

  • The nature of conflict and its potential for damage
  • Typical conflicts at work
  • The dimensions of conflict
  • Understanding and using your behaviour
  • Helpful and unhelpful behaviours – verbal and non-verbal

Module 2: Managing behaviour

This module explores different character-types and the powers you have to influence others’ thinking and behaviour.

  • Knowing yourself as others see you
  • Transactional analysis and ego-states
  • Assertiveness strategies, tools and techbniques
  • Feedback – ‘The breakfast of champions’
  • Giving and receiving constructive feedback

Module 3: Conflict strategies

This module covers the importance of adopting the right approach to resolving different types of conflict and the skills to support the conflict resolution model.

  • Five strategies for managing conflict
  • Benefits and dangers of the different strategies
  • A conflict resolution model
  • Issues influencing the style of conflict resolution
  • Improving questioning and listening skills to explore causes of conflict

Module 4:  Conflict skills

This module covers the critical confrontation stage then develops all you have learned today towards ensuring a satisfactory conclusion, conflict resolved.

  • Ensuring you are part of the solution, not part of the problem
  • Facilitating conflict confrontation and resolution
  • Identifying conflict with customers, suppliers and stakeholders
  • Using the strategies, tactics and skills to best effect
  • Exploring conflict as a healthy option, a driver for change
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