Resolving & Managing Conflicts
Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships.
Success comes from understanding how we behave, as well as how we can influence others. If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations. In this one-day workshop, you will teach participants how to turn difficult situations into opportunities for growth.
This skills programme will give participants the tools that will help resolve conflict successfully and produce a win-win outcome.
What you will learn in this course!
This skills programme will help you achieve:
- What conflict is and how it can escalate.
- The types of conflict and the stages of conflict.
- Recognize how their own attitudes and actions impact others.
- The five most common conflict resolution styles and when to use them.
- How to increase positive information flow through non-verbal and verbal communication skills.
- Effective techniques for intervention strategies including using techniques for dealing with difficult people.
- Ways to manage anger, conflicts to enhance productivity and performance.
- Develop coping strategies for dealing with difficult people and difficult situations.
- Become a knowledge worker and be able to monitor the media and identify articles/news clips, etc that are applicable to administration and/or the sector in which he/she works and see their implication for his/her organisation
- Conduct basic research projects in relation to the administrative function
Who this course is for?
If you want to effectively and successfully resolve and manage conflicts, then this is the skills programme for you!
- Defining & Types of Conflict
- Open Conflict vs. Hidden Conflict
- Spontaneous and Reflective Action
- The Johari Window
- Conflict as Communication
- Benefits of Confrontation
- Preventing Problems
- Getting Focused
- Stages of Conflict
- Creating the Win/Win
- Conflict Resolution Styles
- The Role of Communication in Conflict Resolution
- Communication Skills (listening, paraphrasing, questions, body language)
- Survey Results Analysis
- The Conflict/Opportunity Test
- Conflict and Its Resolution
- Managing Anger
- Dealing with Problems
- Helping Yourself and Others Through Conflict
- Practice Makes Pretty Good
- Why Don’t People Do What They Are Supposed To?
- De-Stress Options to Use When Things Get Ugly
This skills programme can also be administered with the Thomas-Kilmann Conflict Mode Instrument™ (TKI) psychometric test and be used as part of the debrief in training (not included in this cost so contact us for more information on this).
Assessment: Note that you can be formally assessed for credit should you wish to. However, the fees for this are not included here. Please contact us for further information on this!
This skills programme is aligned to the following unit standard:
Interpret and manage conflicts within the workplace (SAQA Unit Standard ID: US 114226; NQF level 5; 8 Credits)
Related products
R830.00 Excl. VAT
- Training Method: Blended
- Language: English
- Duration: 1 - 2 days
- Skill Level: All Levels
- Certificate of Completion / Competence
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