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Conflict Resolution - Getting Along in the Workplace

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a football match. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals
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SKU:
CRGAW
Duration:
1 Day
Delivery:
Virtual Classroom
Course Date :

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  • Conflict Resolution - Getting Along in the Workplace

Conflict Resolution - Getting Along In The Workplace

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a football match. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you can't prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. Through this workshop, you will begin to both demystify and better manage everyday disputes, in order to resolve problems without damaging relationships. You will improve your ability to constructively manage conflict, as well as helping to mediate disputes for others.

  • Course Overview
  • Course Content
  • FAQs

Audience

  • People managers in a work situation
  • Organisations that foster diversity of thinking may wish to up-skill staff to deal with the conflict that sometimes eventuates
  • Team leaders/members in a team that has ongoing conflict amongst the group
  • People in very tense and competitive environments

Pre-requisites

There are no pre-requisites for this course.

Skills Covered

  • Boosts productivity through time saving, ease of management and focus on the 'right' issues
  • Staff are more protected and likely to stay
  • Strengthen staff trust and morale.
  • Creates a better feeling and stronger organisation
  • Understand what conflict is and how it can escalate.
  • Recognise the five most common conflict resolution styles and when to use them.
  • Increase positive information flow through non-verbal and verbal communication skills.
  • Develop effective techniques for intervention strategies.
  • Become more confident of your ability to manage conflicts to enhance productivity and performance

Course Content

Conflict Resolution - Getting Along In The Workplace

  • Lesson 1: Defining Conflict
    • What is Conflict?
    • The positives and negatives of conflict
  • Lesson 2: Types of Conflict
    • Inner Conflict
    • Personal Values
    • Interpersonal Conflict
    • Group Conflict
  • Lesson 3: Stages of Conflict
    • The eight stages of conflict
    • Prevention and Intervention Points
    • Conflict Outcomes
    • Strategies for Dealing with Conflict
  • Lesson 4: Johari Window
    • Expanding your personal awareness
    • The Johari Window defined
    • Understand your own Window
  • Lesson 5: The Role of Communication in Conflict Resolution
    • Perceptual filters
    • Barriers to communication
    • Active listening
    • Understanding body language
    • Building Rapport
    • Questioning and listening skills
    • Paraphrasing
    • Empathy
    • Delivering Feedback
  • Lesson 6: Advanced Communication Techniques
    • 3 step Intervention Strategy
    • Intervention Wording for Specific Situations
    • Dealing with Resistance
    • Resistance Scenarios
  • Lesson 7: Conflict Resolution Style Questionnaire
    • Undergo the Questionnaire
    • Interpret your style
    • Analyse benefits and detriments
  • Lesson 8: Conflict Outcomes
    • Win/Lose
    • Win/Win
    • Lose/Lose
    • Strategies to achieve optimum outcome
  • Lesson 9: Facilitation skills
    • Facilitation Overview
    • Step One: Venting Emotions
    • Step Two: Resolving the Issue
    • Practical Application
  • Lesson 10: Mediating and resolving
    • Defining Interventions
    • Resistance Scenarios
  • Action Planning Exercise - Recap
    • Developing a framework for success in the workplace
  • ACTION PLANNING EXERCISE - PART 1
    • Planning Exercise
  • ACTION PLANNING EXERCISE - PART 2
    • Planning Exercise
  • Recommended Reading List
    • Reading List
  • ACTION PLANNING EXERCISE - PART 3
    • Planning Exercise
  • ACTION PLANNING EXERCISE - PART 4
    • Planning Exercise
  • ACTION PLANNING EXERCISE - PART 5
    • Planning Exercise
  • ACTION PLANNING EXERCISE - PART 6
    • Planning Exercise

FAQs

  • How do I enrol in this online training?

    You can enrol in this training on our website and make an online payment using any of the following option

    • Visa Credit or Debit Card
    • MasterCard
    • American Express
    • Diners Club
    • PayPal

    Once payment is received, you will automatically receive a payment receipt and access information via email.

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