Conflict Management

Conflict is the difference between what you have got and what you want. Whenever you think this difference comes about because of someone’s actions or behaviour, you have a conflict. Having to endure conflict without sufficient tools and resources can lead employees to experience discomfort, and this distress can get out of control.

Learning Outcome

• Identify constructive and destructive behavioral responses to conflict.
• Understand the difference between active and passive responses to conflict.
• Gain insight about one’s own response to conflict.
• Apply new strategies for resolving conflict.

Content:

Understanding Human Behaviour

• Where does behaviour come from?
• Our two minds
• The emotional hijack
• Emotional stimulus and response
• The attitude and behaviour cycle

Conflict Styles

• Thomas Kilmann Conflict Mode Instrument
• Recognise different styles of conflict
• The advantages of each conflict style
• Recognise your own preferred way of dealing with conflict
• Identify the impact of different conflict styles

Strategies for Handling Conflict in the Workplace

• Identify where you focus your attention and energy
• Role of managing conflict in the workplace
• Current conflict resolution strategies

Assertiveness Skills

• The three different types of behaviour
• Non verbal elements of influencing and assertiveness
• Apply the assertiveness model to a conflict scenario
• Stating desired outcomes