Resolving Conflict in the Workplace

The programme duration is 2 or 3 days depending on brief from client. Offered in-house.

Purpose and outcomes

The purpose of this programme is to equip delegates with the techniques and tools to tackle disagreements and disputes before they become disastrous and ensure the continued unity of the team. The aim is to develop the skills that enable people to bypass personal differences and to open up to possibilities; to make a powerful shift from adversaries to co-operative partners. In this shift each person benefits.

Target group

All staff, particularly those involved in the management of a team and individual employees. Delivery and content is adapted to the level and needs of the delegates. For maximum effectiveness, no more than 15 delegates are accommodated per programme.

Methodology

Our facilitators use PowerPoint visual presentations, international best practice videos, role-play, and case studies. The programme is participative. A certificate of attendance is awarded upon completion of the programme and assessment against SAQA Unit Standards can be arranged separately.

Objectives

• Conflict comes about from differences - in needs, values and motivations. Conflict is not a problem in itself - it is what we do with it that counts. This programme helps delegates identify and evaluate the causes / reasons for conflict and understand the components needed to address points of conflict.
• If conflict is ignored or repressed, it will escalate. If it is acknowledged and constructive action is taken, it can be resolved and may turn out to be a positive force to change. This programme equips delegates with the skills to implement effective strategies to deal with conflict.

Outline

1. Introduction to Conflict Management and the causes of conflict
   • Defining conflict and determining the levels of conflict
   • Identifying common symptoms
     o Evaluate behaviour patterns o Physical / verbal abuse o Conflict magnifiers: company politics & diversity - typical situations within organisations which result in conflict
   • The destructive effects of conflict
   • Barriers to dealing with conflict
2. Understanding the components needed for effective resolution
   • Investigating the participants and their role in the conflict situation
   • How people respond to conflict
   • Recognizing the 3 stages of conflict
   • Pre-empting negative responses and keeping control
3. Tools to deal with conflict
   • Identify personality types
   • Identify and evaluate the 5 conflict management styles and determine the best use for each
   • The critical role of communication in conflict situations
   • Aggressive vs assertive vs submissive
   • Building rapport
   • Understand non-verbal communication
   • Listening skills: the key to successful conflict resolution
   • Questioning skills - identify the root cause of conflict
4. Key skills for achieving mutual agreement
   • Negotiation skills, tips and tactics
   • Creative thinking
   • Implementing a procedure to manage conflict
   • Communication framework and skills to resolve conflict (application exercises).
     • The Win/Win Approach
     • Creative Response
     • Empathy
     • Appropriate Assertiveness
     • Co-operative Power
     • Managing Emotions
     • Willingness to Resolve
     • Mapping the Conflict
     • Designing Options
     • Negotiation
     • Mediation
     • Broadening Perspectives
5. Case studies
   • Case studies and skill practices to assess delegates' assimilation, transfer of knowledge and skills and ability to handle difficult situations.


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