R400.00
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Learning Outcomes
| Identify your own conflict management style and know how to adapt to different situations |
| Demonstrate effective communication and active listening techniques during conflict |
| Analyse conflicts to identify underlying interests and contributing factors |
| Apply problem-solving techniques to successfully resolve disputes |
| Manage emotions and de-escalate conflict in a professional manner |
| Conduct difficult conversations with confidence and respect |
| Develop practical strategies to prevent unnecessary conflict and strengthen collaborative working relationships |
Description
This programme will provide learners with a number of 'tools' to use when dealing with conflict. Conflict in teams are inevitable and could even be beneficial but ONLY if it is managed according to correct conflict management principles.
Outline
| 1. Introduction to Conflict Management | |
| What is Conflict? | |
| Difference between Conflict Management and Conflict Resolution | |
| Common Causes of Workplace Conflict | |
| Understanding Conflict as an Opportunity for Growth | |
| 2. Understanding Conflict Styles | |
| Conflict-Handling Styles (Collaborating, Compromising, Avoiding, Competing, Accommodating) and when each style is appropriate to use | |
| Examining your Dominant Conflict Style | |
| 3. Emotional Intelligence in Conflict | |
| What is EQ Physically and Conceptually? | |
| The Link Between EQ and Conflict Management | |
| How to Test your EQ (Practical Assessment) | |
| Discovering your Emotional Triggers (past, present and future) | |
| Self-Awareness (how your emotions affect your message) | |
| Empathy (mindfulness, demonstrating care and concern and understanding the other person’s perspective) | |
| Emotional Bank Account (EBA) | |
| 4. Communication Skills to Help De-Escalate Conflict | |
| Common Barriers to Effective Communication (assumptions, noise and emotional bias) | |
| Communicating with Clarity and Precision (tone, clarity and intent) | |
| EQ-Based Listening | |
| Using the Right Gestures (Body Language) to add Credibility to your Message | |
| Questioning Skills | |
| Giving Constructive Feedback | |
| Assertive vs Aggressive Communication | |
| 5. Conflict Resolution Techniques | |
| Identifying the Root Cause of Conflict | |
| Interest-Based Problem-Solving (finding common ground and generating mutually beneficial solutions) | |
| Staying Solution-Focused and De-Escalation Techniques | |
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