Conflict Resolution


Duration

1 day

Suitable For

All employees responsible for managing individuals within their team. The workshop aims to highlight the key causes of conflict and give delegates the opportunity to adopt a flexible approach to resolving it.

Objectives

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

  • Describe the key causes of workplace conflict
  • Recognise the key signs of workplace conflict
  • Use appropriate communication methods & approaches
  • Confidently manage individual situations

Course Content

Principles of conflict

  • What is conflict?
  • Symptoms & signs of conflict

Understanding underlying causes

  • Values & Beliefs
  • Iceberg analogy
  • Wheel of conflict

Key Skills

  • Empathic listening
  • Coveys win/win approach
  • Transactional Analysis
  • Non Violent Communication

Planning how and when to apply new tools/skills

  • Practical exercise
  • Action planning

Course Evaluation and Next Steps