Managing Conflict At The Workplace

Course Overview:

These days managers need to know how identify and manage different behavioural styles to build a positive atmosphere with open and honest communication. This workshop will explore specific difficult behaviours and how you, as an individual respond. Learn to understand the steps that can lead you to wrong conclusions and examine how your responses create or dissipate conflict. You will also have the opportunity to assess your current listening skills and discover areas of improvement. Other areas covered in the course will include coping with difficult behaviour and exploring ways to manage your teams effectively.

Course Objectives:

Reinforce employee retention by creating a Win-Win Relationship
Upgrade reputation status by raising internal service standards
Connect the growing needs of employees with good internal processes

Who Should Attend?

Senior Executives
Assistant Managers
Managers
All those who manage teams small or large

Course Prerequisites

There are no prerequisites for this course.

Course Content:

Module 1: Causes of conflict and how to manage them
• The causes of conflict –recognise and pre-empt them
• Strategies for managing the difficult conversation
• Using the ACAS model and the ACAS template
• Understand and use the three step conflict resolution model

Module 2: Communication
• Constructive Feedback what is it?
• Deliver constructive feedback that brings about positive behavior change.
• The 7 Pillars of proper communication
• Listening the most important skill of them all
• Questioning Correctly

Module 3: Profiles and behaviour
• Analysing your conflict resolution profile and behavioural style
• Recognising classic profiles of difficult people and how to manage them
• 7 principles of difficult conversations
• Role-play – ‘Managing the difficult conversation’

Module 4: Essential Strategies for Dealing with Conflict
• Six specific steps to turn difficult relationships into positive ones
• Five strategies for managing conflicts at the workplace.
• How to build positive bridges with all people.