I. COURSE OVERVIEW

Conflict is a normal, and even healthy, part of work environments. After all, people do not agree on everything all the time. Since conflicts are inevitable, learning to deal with them in a healthy way is crucial to work productivity.  When handled in a respectful and positive way, conflict provides an opportunity for growth, and ultimately strengthens the bond amongst colleagues.   

Throughout this course, participants will learn different conflict resolution styles, how and when to use them, how to strengthen staff trust and morale using positive verbal and non-verbal communication techniques, as well as using effective intervention and facilitation strategies. All these practical perspectives and skills can help participants transform even the most difficult circumstances into satisfying workplace interactions where all parties are heard, acknowledged, and eager to build consensus.

II. BENEFITS FOR ATTENDEES  

For Yourself

• Handle conflict confidently and positively

• Develop the skill to handle a variety of everyday confrontational situations

• Aid the problem solving process by increasing understanding of emotions

• Break the habits of blaming, accusing, and being defensive

• Resolve minor conflicts before they reach a critical point

• Become a skilled and effective communicator and influence the behavior of others

• Negotiate win-win solutions to difficult problems with difficult people

For Your Organization

• Describe how conflicts and organization tension can be bridled in pursuit of success

• Know how to manage conflicts with both internal and external customers

• Learn more positive ways to promote change and collaboration

• Acquire knowledge on mediation techniques for conflicts in the organization

III. WHO SHOULD ATTEND

• Managers, supervisors, team leaders, or anyone who struggles to consistently obtain positive outcomes from conflict situations. Also for more experienced managers who would like to acquire new techniques for dealing with communication failure or personality clashes.

• Anyone who wants to develop a better understanding of the dynamics of conflict and who wishes to enhance their skills in this challenging area.

IV. COURSE CONTENT

WARM UP

1/ Define what you expect from the course

• What you would specifically like from the program

• What will be your individual focus for the day

2/ Recall your difficult situations and your own resolution experience

RECOGNIZE AND UNDERSTAND

1/ Why Conflicts Occur

• The nature of conflict

• Differentiating between conflict, disagreement, and confrontation

• Why conflicts occur? Recognizing sources of conflicts

2/ Positive Aspects of Conflict

• Why many people avoid dealing with conflict

• What happens if you avoid conflict or handle them badly

• The value of relationships and the role of healthy conflict

• Right attitude towards conflicts as opportunities for change and collaboration throughout your organization

3/ Conflict Styles in Your Organization

• Conflicts between you and your boss

• Conflicts between you and your employees

• Understanding the ways people address conflicts (reactions and emotions) using the Thomas Kilmann Psychometric Profiling tool

• Coping strategies and identifying your coping style

• Spot the red flags which indicate conflict is brewing

4/ Exploring Fear of Difficult People

• Who are your difficult people?

• What happens when you engage (or avoid) conflict with that person/people?

• Have you been someone else's difficult person? Causes and outcomes?

5/ Understanding Emotion Effects in Conflict Situations

• Demonstrate the feelings that conflict can create both in yourself and in others, and how this affects what you do and what you say

• Understanding anger, timing, and the dynamics of emotional conflict

• Identifying and owning your emotions

 DISSOLVE & RESOLVE

1/ Identify the Situation

• Use communication techniques to identify conflict trigger points

• When and how to confront someone about a problem

• When to get involved—Mediation and third party interventions

2/ Apply the ABC of Behavioral Management

• Break the automatic link between emotions and actions

• Separate the person from the problem—What this means and how to do it

• Transform the negative energy of anger into a positive and productive force

• Focus on goals, roles, and procedures rather than personal and emotional issues

• Understand the power of emotional intelligence

3/ Effective Handling of Different Personality Types

• Specific mediations for each type of conflicts in the organization

• Essential rules for open communication—Listening and responding with empathy

• Useful phrases to prevent conflicts from escalating

4/ A Win-Win Framework for Negotiating

• How to feed the solution, not the problem

• Getting clear about what outcome you want

• Knowing when to leave things well alone

• Making offers

• Get what you want

• Changing or letting go of your wants

• Adjudicating between other people's arguments

5/ Dealing with Difficult People

• Using words to de-escalate their behaviors and situations

• Assertive behaviors to influence situations

• How to overcome interruptions

• Making physical and non-verbal signals to reinforce the power of your message

• Giving and receiving criticism

6/ Revisiting and Healing Unresolved Conflicts

7/ Conflict Management Summary

V. SUPPLEMENTARY HANDOUTS

VII. TRAINING METHODOLOGY

• Discussions—We provide learners with the context of change through interactions, both amongst the learners and between the trainer and the learners. Rather than the traditional lecture method, the interaction and communication between the groups have proven to be a much more effective and powerful method of learning.

• Demonstrations—Students conduct case studies, and learn from hands-on activities and through multi-media.

• Consultative training—Students are provided with the necessary knowledge and tools to successfully apply the skills to address conflict in their own business contexts.