Course outline

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

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 techniques
• Feedback – “the breakfast of champions”
• Giving and receiving constructive feedback

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

Conflict skills

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

• 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 and driver for change

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 roles where conflict can occur with colleagues, customers, suppliers and other stakeholders.

What you will learn

After this course you will be able to:

• Recognise conflict, both apparent and potential
• Better understand the motivations and behaviour of yourself and others
• Give and receive constructive feedback
• Draw on five strategies for resolving conflict
• Follow a clear 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