Mastering Conflict Resolution Skills

Duration:

  • 2 Days

Delivery methods:

  • Self-discovery and critique
  • Group exploration and facilitator-led discussions
  • Practical exercises
  • Best practice theory exploration

Overview:

Conflict is inevitable. Everyone has had them and will probably have them in the future. This two-day training program presents tool and techniques so participants can more confidently deal with workplace conflict. The program explores the definition of conflict and presents how conflict situations can have positive outcomes. Participants will practice a conflict resolution process to successfully handle workplace conflict and will learn common tactics, counter tactics, and games used in conflict resolutions.

Course objectives:

By the end of this training course participants will be able to:

  • Learn, practice and follow a process of resolving conflict
  • Become more confident in handling interpersonal and common workplace conflict situations
  • Find out their own preferred style of resolving conflict and become aware of the different styles of resolving conflict
  • Follow a step-by-step process of successfully mediating conflict between two parties

Target Audience:

Business professionals (including executives and managers) who wish to enhance their conflict resolution skills.

Course outline:

Module 1: Conflict Resolution Primer

  • Is conflict good or bad?
  • Potential benefits of conflict
  • The costs of conflict
  • Is this a conflict? Definition of workplace conflict

Module 2: Conflict Anatomy

  • The Four possible conflict outcomes
  • Conflict resolution styles
  • Find out your preferred conflict resolution style – self-assessment

Module 3: The Language of conflict resolution

  • The importance of using the right language when resolving conflict
  • The six conflict resolution language fundamentals

Module 4: The Conflict Resolution Process

  • The conflict resolution process
  • The conflict resolution process skill practice activity
  • Games and conflict resolution
  • Counter tactics and dealing with games

Module 5: Mediating conflict

  • What is mediation?
  • Characteristics of a mediator
  • Key mediation tips
  • The Four steps of mediation

Are you interested to be part of this training?
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