Location

Duration

Date

Fee inclusive of VAT

Course Overview

For most people a conflict is something to avoid at all costs. Therefore, they tend to distance themselves from situations where they ought to be taking control, instead of backing away from important issues.

The fact is that conflict is a normal part of life, and the ability to resolve conflicts effectively is a crucial skill for everyone to possess.

In this course we will learn and implement ways to use assertiveness and adaptability skills to manage and resolve conflicts in general and at the workplace. By doing so, you will improve your teams’ performance and develop a work environment conducive to goal attainment.

Course Objective

By the end of the course, participants will be able to:

Identify causes and effects of conflicts
Provide various conflict-resolution strategies for various types of conflicts
Outline and manage a conflict resolution model
Design an action plan to resolve conflicts
Analyze and explain the impact of the right attitude on adaptability and conflict resolution

Who Should Attend?

The course uses a mix of interactive techniques such as team exercises, case studies, individual exercises, as well as role plays (rehearsed and impromptu), videos and group feedback.

Course Outline

Workplace conflict

Definitions and types
Scope of conflict
General conflict
Workplace conflict
Why does conflict occur?
Dynamics of conflict
Effects of workplace conflict
Positive outcomes
Negative results
Life cycle of a conflict
Conflict and collaborative work connection

Types of workplace conflicts

Interdependence/task-based conflicts
Leadership conflicts
Cultural-based conflicts
Work styles conflicts
Personality conflicts
Reasons for conflict

Manager’s role in resolving conflicts

Recognizing conflict
The manager as a facilitator
conflict management skills
recognizing correct timing for resolution
Complaints by your staff
Angry customer causing a conflict
Conflict with the boss
Conflict in groups
Ethical leadership in conflict

Action plan for resolving conflicts

Constructive versus destructive
Constructive conflict management
Agreement frame
Conflict handling behavior
Perception and observation
Psychology of conflict resolution
Overview of anger management
Mediation and arbitration
Emotional intelligence and conflict management

Adaptability and conflict resolution in a changing environment

Definition of adaptability
Why do we resist change?
Controllable and uncontrollable influences
Adaptive mindset
Identify styles of adaptability
Theories of adaptation and conflict management
Guidance for managers

Training Methodology

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy

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