Conflict Management

1 Day

Wherever two or more people come together, there is often conflict to be found. This course will give participants a seven-step conflict resolution process that you can use and modify to resolve conflict disputes of any size. You will also be provided a set of skills in solution building and finding common ground.

On this Conflict Resolution course, you will learn crucial conflict management skills, including dealing with anger and using the Agreement Frame. Dealing with conflict is important for every organisation no matter what the size. If it is left unchecked or poorly resolved it can lead to lost production, absences, attrition, and even lawsuits.

Programme Objectives:

• Understand what conflict and conflict resolution mean
• Understand all six phases of the conflict resolution process
• Understand the five main styles of conflict resolution
• Be able to adapt the process for all types of conflicts
• Be able to break out parts of the process and use those tools to prevent conflict
• Be able to use basic communication tools, such as the agreement frame and open questions
• Be able to use basic anger and stress management techniques

Method and Approach

This programme will involve the use of slides, handout material, work manual with all instructor notes and slides, examples of best practice, appropriate videos and appropriate video material.

The use of flip-charts, syndicate workshops and reporting back sessions will encourage a fully participative and enjoyable event. Delegates will be encouraged to participate actively in relating previous work experiences.

Who Should Attend

This course will benefit all those who regularly deal with people as part of their work, especially HR personnel who often take the lead in any work place conflict. The course will also benefit managers who deal with difficult people in their teams and those who often face difficult situation internally and externally of their organisation.

Course Content

This one-day course will cover the following subjects:

Module One: Getting Started

• Introduction to the course
• Workshop Objectives

Module Two: An Introduction to Conflict Resolution

• What is Conflict?
• What is Conflict Resolution?
• Understanding the Conflict Resolution Process

Module Three: The Thomas-Kilmann Instrument

• Collaborating
• Competing
• Compromising
• Accommodating
• Avoiding

Module Four: Creating an Effective Atmosphere

• Neutralising Emotions
• Setting Ground Rules
• Choosing the Time and Place

Module Five: Creating Mutual Understanding

• What Do I Want?
• What Do They Want?
• What Do We Want?

Module Six: Focusing on Individual Needs

• Finding Common Ground
• Building Positive Energy and Goodwill
• Strengthening Your Partnership

Module Seven: Getting to the Root Cause

• Examining Root Causes
• Creating a Cause and Effect Diagram
• The Importance of Forgiveness
• Identifying the Benefits of Resolution

Module Eight: Generating Options

• Generate, Don’t Evaluate
• Creating Mutual Gain Options and Multiple Option Solutions
• Digging Deeper into Your Options

Module Nine: Building a Solution

• Creating Criteria
• Creating a Shortlist
• Choosing a Solutions
• Building a Plan

Module Ten: the Short Version of the Process

• Evaluating the Situation
• Choosing Your Steps
• Creating an Action Plan
• Using Individual Process Steps

Module Eleven: Additional Tools

• Stress and Anger Management Techniques
• The Agreement Frame
• Asking Open Questions

Module Twelve: Wrapping Up

• Words from the Wise
• Lessons Learned
• Completion of Action Plans and Evaluations