Course Details
This 1 day Conflict Management course identifies that most people don’t actually enjoy confrontation and conflict. It is suitable for: Anyone who interacts with people on a face-to-face basis, where possible conflict can occur. Unresolved conflict impacts on everyone’s performance, morale and well-being and it is vital to resolve it effectively
Benefits to you
By the end of the course, participants will be able to:
- Understand the common causes of conflict
- Recognise patterns of behaviour you may encounter during different interactions
- Be alert to the warning and danger signs of conflict
- Be able to confidently take the main steps to avert or deal with possible conflict
- Have absorbed different techniques to communicate effectively and build rapport
- Be able to create an action plan to support your change in dealing with and resolving conflict
Course Contents
Introduction & Workshop Objectives
- What we will cover
- Setting personal objectives and priorities
- What is Conflict?
- What is conflict?
- How conflict evolves and what are the causes?
- 9 early warning signs of conflict in the workplace
Conflict in Teams - What is a Team
- How teams form
- Why conflict occurs in teams
- The 5 Dysfunctions of A Team
Understanding Challenging Behaviour - Clarify the difference between aggressive, assertive and passive behaviour
- Recognise the effects of each type on self and others & gain tips towards assertiveness
- Resolving Conflict & Negotiating
- Thomas Kilman Model
- Your conflict management style
- OCEAN
- Transactional Analysis
- De-escalating Conflict
- Negotiating Win-Win
- Managing Your Emotions & Building Rapport
- Managing Your Emotions
- Emotional Intelligence
- Improving Emotional Intelligence
Influencing Skills - 7 Traits of influential people
- Push & Pull
- 4 Strategies of influencing
The way forward - Taking ideas back to the workplace and putting them into action
Who should attend?
All levels of staff in an organisation that come into contact with clients or team members