Course Description
Conflict resolution is a critical managerial skill that is often underrated. The Conflict Resolution short course explores the factors that drive conflict and the skills required to effectively intervene and facilitate positive outcomes. It demonstrates a symbolism approach that will help you identify, deal with and resolve workplace conflicts.
Course Duration
10 Days
Who Should Attend
If you’re already a strong communicator looking to further extend your skills to effectively manage workplace conflict, this is the ideal course for you.
Course Level: IntermediateCourse Objectives
Upon completion of this course, participants will be able:
- Identify and respond to different drivers of conflict
- Develop your conflict resolution style
- Apply a solution focused approach
- Employ conflict resolution strategies
- Deal with emotive situations and negotiate favourable outcomes
Course Outline:
Module 1: Understanding Conflict
- Definition and types of conflict
- Causes and consequences of conflicts
- The role of emotions in conflicts
Module 2: Conflict Resolution Styles
- Collaborative, competitive, accommodating, compromising, and avoiding styles
- Identifying personal conflict resolution tendencies
- Choosing the appropriate style for different situations
Module 3: Active Listening and Communication Skills
- Importance of active listening in conflict resolution
- Verbal and nonverbal communication cues
- Effective questioning techniques
Module 4: Negotiation Strategies
- Principled negotiation (based on Fisher and Ury's model)
- BATNA (Best Alternative to a Negotiated Agreement)
- Creating value and finding common ground in negotiations
Module 5: Mediation Techniques
- Mediation process and its stages
- Mediator's role and responsibilities
- Handling difficult parties and emotions in mediation
Module 6: Conflict Resolution in Teams and Organizations
- Conflict resolution strategies for teams and groups
- Addressing organizational conflicts
- Implementing conflict resolution policies and procedures
Module 7: Cultural and Cross-Cultural Considerations
- Cultural influences on conflict perception and resolution
- Cross-cultural communication challenges
- Building cultural competence in conflict resolution
Module 8: Conflict Resolution in Specific Contexts
- Conflict resolution in the workplace
- Conflict resolution in family and personal relationships
- Conflict resolution in community and social settings
Module 9: Conflict Resolution and Technology
- Online dispute resolution methods
- Virtual mediation and communication tools
- Ethical considerations in online conflict resolution
Module 10: Conflict Prevention and Resolution Skills
- Strategies for preventing conflicts
- Conflict resolution coaching and mentoring
- Creating a positive conflict resolution culture
