managing conflict

What is conflict?

It is necessary to arrive at a personal working definition of conflict and what level of conflict is acceptable - some conflict can be helpful at times to stimulate development and creativity. It is useful to define exactly what constitutes conflict or unhelpful behaviour in order to know if the situation needs addressing.

 

Types, causes and symptoms of conflict

Participants focus on what causes conflict within their work situation and what symptoms to look out for on a day-to-day basis. Included in this session is a review of policies and procedures around how conflict is managed within each participant's workplace.

 

Can conflict ever be good?

As conflict can sometimes be inevitable, it is necessary to be aware of the options for managing and minimising that conflict. If handled effectively some types of conflict can be channelled to achieve positive outcomes.

 

Personal preferences for dealing with conflict

Each of us has a 'fall-back', habitual method in the way we deal with conflict. Participants have an opportunity to assess their own style and its effectiveness.

 

Conflict management strategies - choice of 3 or 4 modules depending on the audience:

 

• Assertiveness skills
• Negotiation skills
• Advanced listening skills
• Dealing with difficult people
• Spotting danger signs
• Recording incidents or 'near misses'
• Breakaway techniques
• Pulling everything together