Conflict Management
Course Aims:
The overall purpose of the course is to develop the skills and confidence of the delegates to deal more effectively with conflict at work.
Course Objectives:
At the end of this course delegates will be able to:
- Recognise a potential conflict situation.
- Use a range of tools and techniques to be able to handle conflict effectively.
- Handle their own emotions more effectively.
- Manage conflicts amongst team members proactively.
Duration/Location:
- 1 day/In house or consultant facilitated virtual course / online training session(s)
Course Contents:
- Introduction to the 8 step approach
- Causes and levels of conflict
- Belief/behaviour cycle
- Taking responsibility
- Put yourself in the other person’s shoes – Perceptual positions
- Know what you want – Where to start
- Thomas Kilmann Conflict Mode Indicator part 1
- Thomas Kilmann Conflict Mode Indicator part 2
- Creating safety
- Rapport and body language
- Listening
- What stops us listening
- What happens when we don’t
- Top Tips for listening effectively
- Questioning Funnel
- What we want
- Why we want it
- Assertive, passive, aggressive behaviour
- Instinctive response
- CIPD’s Guide to Managing Conflict at work
- SOOW
- Transferring learning back to the workplace
Courses
We are a leading edge provider of leadership and management development interventions, talent assessment services and formal training courses.