Conflict Resolution The Definitive Approach

TRAINING COURSE

Details Audience and Pre-Requisites Course Outline / Curriculum Schedule Dates and Booking Enquiry

Details

Conflict will happen in the workplace. We are individuals with unique ambitions and commitments, and when something we hold as important is threatened, we will take it personally. Conflict may be exciting and energising, but it affects productivity and morale. In this module, we will learn how to improve our conflict management skills and apply problem solving techniques.

Conflict often occurs spontaneously. In this module we explore models to respond rapidly as well as an introduction to principled negotiation as a tool to deal with conflict.

Learning Objectives

  • Define conflict
  • Select an approach/strategy to deal with conflict
  • Learn to develop rapport
  • Learn to develop empathy
  • Apply problem solving techniques to conflict
  • Manage anger
  • Know how to handle unexpected confrontation
  • Explore bargaining positions
  • Learn the Principled Negotiation Model
  • Apply your insights in a world café format to sharpen your skills

Delivery Methods

Delivery Method Duration
Classroom
Instructor-led classroom-based training. Classes are scheduled at various conference centres in the Sandton area or your premises. Stationary and printed manuals or online resources are included. Refreshments, including 2 tea breaks and a cooked meal for lunch are provided. Training is between 9 am to 4 pm.
Classroom
1 Day Get a Quote
Live Virtual Training
This course is delivered live via Microsoft Teams. You will be able to see and hear the instructor, view their whiteboard, and ask questions or communicate in the chat. Attend from the comfort of your own home or private office.
Live Virtual Training
1 Day Get a Quote

Discounts Available

Save up to 10% by booking and paying 10 business days before the course.

Brochure:

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Information may change without notice.

Audience

Managers, HR Personnel, business leaders and anyone needing systematic tools to deal effectively with conflict.

Pre-Requisites

none

Course Outline / Curriculum

1. Understanding conflict

  • Conflict definition
  • What is conflict?
  • What triggers conflict?
  • Understand your approach to conflict
  • Four possible approaches to conflict
  • Conflict Resolution

2. Preventing conflict

  • Rapport
  • Empathy
  • Nonviolent Communications
  • Electronic communication
  • Active listening
  • Team Building and Conflict Prevention

3. Apply problem solving techniques to conflict

  • Problem Solving Model
  • Applied to Conflict Resolution
  • Categories of Conflicts
  • Conflict Resolution Model

4. Managing anger

  • Understanding anger
  • Preparing for conflict
  • Dealing with anger

5. Unexpected confrontation

  • The Drama Triangle
  • Proposed steps
  • 1. Mindfulness
  • 2. Delay if possible
  • 3. Take time to explore accusations
  • 4. Share your intentions and admit mistakes
  • 5. Avoid classical P R V roles

6 Positional bargaining

  • Achieving good agreements
  • Exposition of Soft/Hard bargaining positions
  • Why are Soft/Hard positions problematic?

7. Principled Negotiation Model

  • Application as a conflict resolution model
  • The four prescriptions of Principled Negotiation
  • 1. Dissociate problems and people
  • 2. Focus on interests not positions
  • 3. Create opportunities for mutual benefit
  • 8. Use critically objective criteria
  • Self-awareness

8. Case studies

Schedule Dates and Booking

There are currently no scheduled dates.

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