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Handling Conflict in the Workplace
Handling Conflict in the Workplace - Course Outline
Conflict is one of the most destructive behaviours in business and handling conflict in the workplace is one of the most challenging.
Our natural response when confronted with conflict is to either run away or stay and battle it out. Whichever response is chosen we can sometimes feel uncomfortable with the results; either because we have imposed our will on another, or they have imposed their will on us. These situations can be successfully managed when you are equipped with the correct techniques which allow conflict to be resolvedand a mutually acceptable compromise to be reached.
This exciting course, focusing on how to handle conflict in the workplace and conflict management, 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
Recognise 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 analyse 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 Designed For
Any member of an organisation who has to deal with conflict either from colleagues, or customers; and feels that they would benefit from the opportunity to enhance their ability to resolve the issue with some mutual agreement.
Course Content
Understanding Behaviour
Current behaviour
Desired behaviour
Your own behaviour in the face of conflict
Reasons for Behaviour
Organisational and personal perspectives
Influences of learned behaviour
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
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