Conflict Resolution

Course Description

Conflict is inevitable in the working environment and when it cannot be used as an encouragement to change and develop, it must be resolved in the most efficient and effective manner. This course has been specifically designed to teach effective techniques to defuse and resolve conflicts. It covers a range of techniques designed to help you interpret conflict, detect and deal with potential sources of conflict or individual conflicts before they arise and minimise the consequences of conflicts that do occur in the office.

Delegates are guided through an analysis of their own situation and perspectives and encouraged to prepare and develop realistic and effective conflict management strategies for the office. The course is made highly interactive and roleplays and mock conflict scenarios are used throughout. The course can be adjusted to suit the specific needs of the participants.

Learning Objectives

By the end of the course, delegates will be able to

• recognise conflicts before they explode and prevent conflicts

• defuse potential conflicts and resolve the underlying issues between the parties

• employ a suitable technique to resolve embedded or institutionalised conflict

• understand the principles of third party conflict resolution including arbitration, mediation and conciliation

• identify and resolve any personal internal conflict issues

• plan a suitable conflict management strategy for their working environment

• deal with the risks involved in delegation

• empower their team members and manage that empowerment

Target Audience

This course is especially suitable for managers, supervisors and team leaders, whose function regularly includes conflict resolution. It is also suited to those who are soon be promoted from amongst a group and who need to understand the basics of keeping the peace. The course can be delivered at any level, to take into account the seniority and experience levels of the delegates. The course is also an excellent follow-up to the course Conflict and Communication (see page 21) although there is no requirement to follow that course before this one.

Duration

1 to 2 days for up to 12 participants