Duration
3 days
Overview
This course provides conflict resolution training to equip participants with the skills, knowledge and confidence to effectively manage and turn around potentially negative performance situations in the workplace, in a clear, assertive and constructive manner.
The aim of conflict management training is to introduce practical conflict resolution techniques and strategies that managers and team leaders can effectively utilize when managing conflict in the workplace. It should build on previous training, skills and knowledge of effective performance management.
Benefits
By the end of this two-day training course, the participants will have:
- Defined confrontation and their role in managing conflict in the workplace to ensure they maximize individual and team performance.
- Identified their preferred style/s in influencing others and managing conflict and the additional strategies that they need to use to successfully resolve the conflict situation.
- Demonstrated their skills in resolving conflict and confrontation.
- Have identified a plan to apply and enhance their communication skills in the workplace to address existing conflicts.
Who Should Attend
- Applicable to all levels within the organization
Module 1 – What is People Management?
- Causes of conflict
- Why people can seem difficult
- Differences, diversity and opportunity
Module 2 – Communication skills for conflict resolution
- Active listening
- Effective questioning
- Rapport building
- 3 perspectives
- Saying ‘No’
- Assertive behavior
- Effective promising
Module 3 - Win-win negotiating & Handling internal-external complaints / conflicts
- 10 tips for negotiating
- Aligning conflicting or competing outcomes
- Effective behavior for successful negotiating
- Turn complaint into compliment
- Establishing the issue
- Determining a course of action
- Following up
Module 4 - Managing communication, people and emotional intelligence
- Identifying signs of stress
- Keeping your cool
- Venting appropriately
Module 5 – Current strategies for handling people and communication in the workplace
- Defining confrontation
- Identifying where you focus your attention and energy
- Role of managing conflict in the workplace
- Presentation, practice sessions in pairs with co-coaching, facilitated group review
Module 6 – Conflict styles towards Perfomance
- Thomas Kilmann Conflict Mode Instrument
- Recognizing different styles of conflict
- Recognizing your own preferred way of dealing with conflict
- Identifying the impact of different conflict styles
- Presentation, individual questionnaire and reflection, small group exercise and review
Module 7 – Mediation process for managing conflict & Influencing and assertiveness styles
- The wheel of influencing
- Non-verbal elements of influencing
- Stating wants
- Using consequences
- Suggesting and proposing ideas
- Giving feedback
- Adapting to the situation with integrity
- Presentation, pairs exercise and practice, facilitated group review
Module 8 – Mediation action for future planning, reflection and improvement
- Conflict resolution activities
- Testing out the use of current and new confrontation management strategies
- Practice sessions in pairs or trios, facilitated group review
- Review of learning and action planning, course feedback
- Individual reflection and action planning exercise, facilitated group review
Programme scope, delivery arrangements and suitability are confirmed during enquiry.