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