Conflict Management SkillsCommunication - General

Introduction

Conflicts can be hard. We get so emotional that sometimes we feel we can’t take it at all. Do you know anyone good at conflict management? Do you admire them? Do you envy them? Not so surprisingly most people want to avoid conflicts altogether.

Many get so emotional that they feel they can’t even say a single word. Others may rely on a simple age-old technique of silence treatment, which doesn’t do them or others any good.

The systematic design of this course facilitates understanding conflict, detecting signs of conflict escalation, responding to such signs with appropriate action and finally using effective techniques to resolve the conflict.

This course focuses on positive and productive aspects of conflicts and explains how we can benefit from situations which are often perceived as negative and destructive. Conflicts, if managed correctly, increase understanding and wisdom.

Key Takeaways

Upon completion of this workshop, participants will be able to;

• Recognise conflicts and their escalation over time so you can address them more effectively (Anatomy of conflicts)
• Select an appropriate conflict resolution style based on your needs to get maximum results (Handling conflicts)
• Manage your emotions and influence others emotionally when in conflicts (Manage emotions)
• Recognise tactical approaches used when interacting with others that may lead to conflicts and take appropriate steps to avoid a conflict developing (Conflict Resolver)
• Negotiate towards a win/win outcome (Negotiation)

Who Should Attend

For any level of staff in an Organisation

Programme Outline

Module 1: Anatomy of Conflicts 

• Definition of Conflict
• What is good or bad about conflicts? 
• Five most common types of conflict in the workplace
• Three rational possibilities of when conflict
• The life cycle of conflicts – four stages
• Signs of escalation
• Eight tips on de-escalating conflicts

Individual Self-Assessment
Group Activity

Module 2: Handling Conflicts

• Five conflict resolution styles
• Communication  Awareness
• Three Ways of managing conflicts

Individual Self-Assessment
Group Activities

Module 3: Managing Emotions

• Emotions
• Four Anger management Tips
• Four Emotional conflicts

Group Activities

Module 4: Conflict Resolver

• Five conflict resolution tactical approaches
• How to respond to such approaches when used on you? 

Group Activity

Module 5: Negotiation

• What is negotiation?
• Eight suggested steps in the negotiation
• Seven guidelines to observe in a negotiation
• Nine mistakes to avoid 

Methodologies

Interactive activities using adult learning principles, scenarios, group discussion activities with presentation and individual self-assessment.

Programme Trainer

Francis Claudius has more 25 years of training experience. His training working experience comes from a Learning & Organisation Department in a large organization. He was a professional trainer facilitator and an in-house training consultant. Currently, he is an Associate Trainer and Assessor for the Employability Skills(ES), Work Skills Qualifications (WSQ) Training Programmes and Executive Development & Growth for Excellence ( EDGE ) He is also an Associate Lecturer teaching the Training & Development Module for Diploma Students, Human Resource Development Module and Change Management Module for Advanced Diploma Students.

His previous appointments include Learning Account Manager and Senior Training Executive. In these capacities, he had performed training needs and rolled out training road maps specific to business units. He has also designed, developed and delivered training programmes in the areas of technical, computer, soft skills and management-related courses to meet specific business needs of the organization. He has trained both the junior and senior officers in his organization and public-run courses thereafter. He has been consistently receiving very good ratings and appraisals from course participants.