Conflict Resolution

WHO SHOULD ATTEND?

This program is intended for all individuals who work in teams.

LEARNING OUTCOMES

By the end of this programme, the participants will be able to:

• Understand what conflict is and how it can escalate
• Identify the types of conflict and the stages of conflict
• Understand the five most common conflict resolution styles and when to use them
• Increase positive information flow through non-verbal and verbal communication skills
• Use effective techniques for intervention strategies
• Manage conflicts to enhance productivity and performance

COURSE OVERVIEW & CONTENT

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This two-day course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

• Defining Conflict

• Some Assumptions About Conflict
• What is Conflict?
• Positives and Negatives

• Types of Conflict

• Three main types of conflict:
  • Inner
  • Interpersonal
  • Group

• Open Conflict vs. Hidden Conflict
• Open Conflict and Hidden Conflict
• Spontaneous and Reflective Action
• Explores spontaneous and reflective action
• The Johari Window
• Understanding the Johari Window
• My Window
• Case Study: Spontaneous and Reflective Behaviors
• Look at the Johari Window in detail through a personal exercise and a case study
• Stages of Conflict
• The Five Stages of Conflict
• Another Version of the Conflict Process
• Conflict Outcomes
• Strategies for Dealing with Conflict
• Creating the Win/Win
• Apply some of what learned to a realistic case study
• Conflict Resolution Style Questionnaire
• Identify Their Style of Conflict Resolution
  • The Questionnaire
  • Scoring
• The Conflict Grid
• Pros and Cons
• The Role of Communication in Conflict Resolution
• The Communication Chain
• Other Barriers
• Establishing Positive Intent
• Active Listening Skills
• Basics of Active listening
• Paraphrasing Skills
• What is Paraphrasing?
• Pairs Exercise
  • Practice, and Demonstrate Paraphrasing Techniques
• Powerful Questions
• Asking Questions
• Probing Techniques
• Body Language
• How Body Language Can Help Resolve Conflicts
• The Conflict/Opportunity Test
• The Conflict/ Opportunity Test
• Skills Test
• The Benefits of a Conflict
• Conflict and Its Resolution
• Visualizing Conflict
• A Strategy for Conflict Resolution
  • Identify and Resolve Conflict
• Helping Others Through Conflict
• Preparing for Conflict
• Conflict Resolution with Facilitation
• Setting Norms
• Coaching Through Conflict
• Managing Your Emotions

TRAINING METHODOLOGY

• Group Discussions
• Group & Individual Exercise
• Presentations
• Role Plays
• Self-Assessments
• Variety Of Games
• Action Plan