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Anticipating and Managing Workplace Conflict
A poorly handled disagreement can hold back an entire team. Identify what fuels the conflict, restore constructive dialogue and seek solutions suited to the situation. Strengthen your ability to intervene with perspective, preserve cooperation and refocus discussions on the work.
- Duration
- 3 days 21 hours
- Code
- MGMT07FR Code
Presentation
Conflict is inherent in every human organisation. In a business, it can disrupt day-to-day activity. How can you detect and prevent conflict? When conflict arises, which methods and resources can help restore team cohesion and productive working relationships?
Objectives
Participants first learn to identify and anticipate different types of conflict.
They then acquire techniques and tools for resolving conflict.
The course also helps participants manage relationships more effectively and assert themselves peacefully.
Program
Conflict
- What is conflict?
- Different types of conflict.
- Power and authority in conflict.
- Disagreements about facts, objectives, methods, people, values and interests.
- Clashes, confrontation, withdrawal and avoidance.
Understand conflict
- Descriptions of conflict types.
- Life positions in transactional analysis: self-assessment.
- How do I respond in a conflict situation?
- Eric Berne's ego states in transactional analysis.
- Karpman's drama triangle: victim, persecutor and rescuer.
- Behaviours and attitudes during conflict.
- Fears reactivated by the situation.
- The consequences of conflict situations.
Conflict resolution tools
- Frames of reference and interpretations.
- Paraphrasing techniques.
- Thomas Gordon's active listening approach.
- Assertiveness without aggression, withdrawal or manipulation.
- Facial expression, gestures, posture, voice and proxemics.
- Calm self-assertion: using I, we, you and impersonal language.
- Encouraging an empathetic attitude.
- Eric Berne's ego states and transactional analysis for moving beyond conflict: persecuting and rescuing Parent states.
- Encouraging Adult–Adult transactions and understanding life positions.
- Elisabeth Kübler-Ross's stages of change.
- Daring to speak, ask, refuse or remain silent.
- Defining and setting boundaries.
- Trust-based negotiation.
- Mediation, negotiation and cooperation.
- Attitudes to adopt and behaviours to avoid.
Conclusion
Audience
This course is intended for managers, team leaders, executives and employees.
Prerequisites
No prerequisites are required.
Teaching and assessment methods
- Initial skills assessment
- Training materials provided to participants
- Continuous assessment throughout the course
- End-of-course feedback questionnaire
- Combination of theory and practical application
- Attendance records
- Post-course follow-up evaluation
Dates and sessions
Choose the date and delivery format that suit you.
No upcoming sessions are currently available.