Managing Conflict Course
Availability: Open Course and In-Company
Why attend?
We can’t avoid conflict. It happens because we all have different perceptions, values and beliefs. Yet if we don’t handle it well, we risk jeopardising achieving the results we want and the benefit of productive, positive working relationships. This course will help you waste less time on sorting out people problems and enable you to enjoy work more.
Who is it for?
Anyone who wants to learn ways to deal with people with whom they have a difficult relationship or who have different ways of working.
What you will learn
What is conflict?
- The symptoms of conflict at work
- From discomfort to crisis – how conflicts escalate
- Recognising conflict and potential triggers when they arise
Handling conflict
- Five ways to handle tension in relationships
- Identifying your preferred style and adapting your approach to suit the situation
Mapping the conflict
- Mapping tool for defining the problem
- What other people need and want
- How perception clouds the issue
- Exploring the root cause(s)
- What to do with the map
Willingness to resolve
- Diagnosing who is the problem
- Why people over-react and are unwilling to resolve a problem
- Identifying your own blockages are and what to do if you are the source
- Managing people who don’t want to come to a resolution
Managing emotions
- Dealing with anger
- Keeping your emotions at bay, especially when others are upset
- Strategies to minimise hostility and defensiveness
Conflict and power
- Games people play and how they respond to power
- How to deal with people who play these games
- How you express your power – managing it to create positive working relationships
- Escalating techniques to avoid conflict
Building positive relationships
- Building trust and respect to keep relations positive
- Reframing the perceptions of others
- Establishing and recognising what is important for others
- Confronting difficult situations constructively
Using conflict creatively
- When conflict can be creative
- Techniques to respect the relationship when disagreeing
- Harnessing conflict to innovate and energise
Benefits to you and your organisation
- Avoid spending surplus energy on feeling negative about a person or situation
- New strategies to handle conflicts constructively, so relationships are maintained despite disagreements
- Help yourself and other people move on and be productive rather than dragged down
- Minimise, rather than inflame departmental/team/client politics and ego demonstrations
- Feel more comfortable in confronting people and emotions rather than avoiding them
- Understand how to get at the root cause of difficult behaviour
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