Conflict is one of the most destructive behaviors in business and handling conflict in the workplace is one of the most challenging.
This exciting course, focusing on how to handle conflict in the workplace and conflict management and resolution , will equip delegates with practical techniques they can use to perform effectively in any difficult work situation.
This is a highly practical course that involves role-play and other exercises and all delegates should come prepared to enter into the spirit of the day.
Course Objectives
Recognize conflict issues that impact on performance.
Confront conflicts and problems in a non-hostile manner.
Manage and resolve conflict effectively.
Control anxiety, fear and anger.
Actively listen to individuals and groups.
Identify and analyze conflicts and/or problems.
Practice strategies and applications to resolve conflict and obtain positive results.
Develop tools to implement conflict management in the workplace.
Course Content
 Understanding Behavior
– Current Behavior
– Desired behavior
– Your own behavior in the face of conflict
 Reasons for Behavior
– Organizational and personal perspectives
– Influences of learned behavior
 Communication Styles
– Personal audit of preferred communication style
 Approaches to Conflict
– Options for responding
– Reflections and review of dealing with your own situation
 Anger in Others
– Staying calm in the face of enemy fire
– Defusing anger
– Introducing rapport
 Application to the Workplace
– Review of the approach discussed
– Personal evaluation
– Role-play
 Personal Development
– Developing an action plan