What is conflict?
- The symptoms.
- From discomfort to crisis, how conflicts escalate.
- Recognising conflict and potential triggers when they arise.
- Underlying causes of conflict.
- Issues, behaviours and feelings.
Conflict at Work and what it says
- How conflict manifests itself.
- What conflict tells us about an organisation?
- When conflict is positive.
Consequences of Conflict
- How we are affected by conflict.
- The impact of conflict on the organisation.
- The cost of conflict.
Exercise
Analysis of workplace conflicts and their origins.
Willingness to Resolve
- Diagnosing who is the problem.
- Why people over-react and are unwilling to resolve problems.
- Identifying your own blockages and what to do if you are the source.
- Managing people who do not seek a resolution.
Exercise
Identifying your preferred style and adapting your approach to suit the situation.
Managing Emotions
- Dealing with anger and stress.
- Keeping your emotions at bay, especially when others are upset.
- Strategies to minimise hostility and defensiveness.
Building Positive Relationships
- Building trust and respect to keep relationships positive.
- Reframing the perceptions of others.
- Establishing and recognising what is important for others.
- Confronting difficult situations constructively.
Managing and Resolving Conflict
- Self-awareness and personal prejudices.
- Encouraging greater openness from others.
- Individual reactions to conflict.
- Emotional triggers.
Working with Others to Resolve Conflict
- Reality check.
- Positions and interests.
- Joint problem solving.
- Defusing tensions.
- How mediation works.
- The stages of mediation
- Conflict management strategies
Exercise
We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.
2d
- 14h00 
