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View Live Stats View ReviewsConflict Management and Resolution Course
Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £495 List price £650
- 1 day Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
Who is this course for?
This course is designed for professionals and managers who would like to learn how to identify and manage conflict situations in the workplace, and to improve relationships across the business. This course develops your understanding of what triggers anger patterns, the circumstances where conflict occurs, as well as the effective management of conflict within yourself and between individuals.
Benefits
This course will benefit both you and your organisation by strengthening your ability to manage and better control workplace relationships. In this Conflict Management course you will learn to recognise different signs and stages of conflict, identify the key components present in angry confrontations and learn strategies to prevent the situation from escalating. You will also learn how to maintain your composure when responding to conflict.Course Syllabus
Increase your Awareness of Conflict
• Why is conflict management becoming more prevalent?
• Identifying common sources and levels of conflict
• Looking at how adapting to behaviour can address conflict
Conflict and Triggers
• How to control your own emotions
• How to analyse the conflict and prepare to handle it
• Listing potential situations and how you can handle them
• Learning to emphasise what you agree on
Handling Conflict with Effective Communication
• Interpersonal skills essential for resolving conflict
• Avoiding a frame of reference
• Listening skills and asking focused questions
• Body language and its impact
Practical Tools for Managing Conflict
• Applying key approaches for conflict
• Achieving conflict resolution with a positive strategy
• Embodying a win/win strategy
Diffusing Conflict Before Escalation
• Handling and controlling aggressive behaviour
• Dealing with negative people
• Instant conflict handling remedies
• Gentle methods to highlight the consequences of escalation
Post Training Action Plan
• Develop an action plan to apply in your workplace
• Creating a plan for how you can avoid conflict with your team members
Prices & Dates
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
Face-to-face training
Training is held in our modern, comfortable, air-conditioned suites.
Lunch, breaks and timing
A hot lunch is provided at local restaurants near our venues:
- Bloomsbury
- Limehouse
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Browse the sample menus and view joining information (how to get to our venues).
Refreshments
Available throughout the day:
- Hot beverages
- Clean, filtered water
- Biscuits
Online training
Regular breaks throughout the day.
Learning tools
In-course handbook
Contains unit objectives, exercises and space to write notes
24 months access to trainers
Your questions answered on our support forum.
Training formats & Services
Training Formats & Services
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Testimonials
EBRD
Joanna Peng,
Principal
Very practical and engaging course. Tony B is fantastic - very knowledgeable and fun to listen to, and I throughly enjoyed the course
Conflict Management and Resolution Course
HSO
Rebecca Fox,
Learning And Development Manager
Thanks to Denis :)
Enjoyed it all :)
Conflict Management and Resolution Course
The British Academy
Charlotte Scott,
ECR Network Membership Officer
Karen was a great trainer. Very personable and expressive.
Conflict Management and Resolution Course
Learning & Development Resources
Soft Skills Blog
- 5 Steps to Resolve Conflict
- Managing Difficult Situations
- Ten Tips for Managing Anger and Aggressive Behaviour
- How to Deal with Tough Presentation Questions
- Effective Communication: Having Difficult Conversations
- Effective communication - Listening skills
- Speak Up with Confidence: Guide to Assertive Communication
Training manual sample
Below are some extracts from our Conflict Management and Resolution Course manual.
Conflict and Triggers
Triggers and Behaviours during Conflict
Kenneth Thomas and Ralph Kilmann
There are two main behavioursobserved when a person is handling conflict. These can be described as:
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Assertiveness: the degree to which you try to satisfy your own needs
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Cooperativeness: the degree to which you try to satisfy the other person's concerns
These two behaviourscan be used to define five different conflict resolution strategies, which assume that people choose how cooperative and how assertive to be during a conflict situation. However, the behaviours are normally triggered by a person’s previous experience, understanding of a situation and their relationship with the other person, and they just aren’t managed well.
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Avoiding
Avoiding is when people just ignore or withdraw from the conflict. They choose this method when the discomfort of confrontation exceeds the potential reward of resolution of the conflict. While this might seem easy to accommodate for the facilitator, people aren’t really contributing anything of value to the conversation and may be withholding worthwhile ideas. When conflict is avoided, nothing is resolved.
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Competing
Competing is used by people who go into a conflict planning to win. They’re assertive and not cooperative. This method is characterised by the assumption that one side wins and everyone else loses. It doesn’t allow room for diverse perspectives into a well-informed total picture. Competing might work in sports or war, but it’s rarely a good strategy for group problem solving.
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Accommodating
Accommodating is a strategy where one party gives in to the wishes or demands of another. They’re being cooperative but not assertive. This may appear to be a gracious way to give in when one figures outthey have been wrong about an argument. It’s less helpful when one party accommodates another merely to preserve harmony or to avoid disruption. Like avoidance, it can result in unresolved issues. Too much accommodation can result in groups where the most assertive parties commandeer the process and take control of most conversations.
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Collaborating
Collaborating is the method used when people are both assertive and cooperative. A group may learn to allow each participant to contribute with the possibility of co-creating a shared solution that everyone can support.
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Compromising
Another strategy is compromising, where participants are partially assertive and cooperative. The concept is that everyone gives up a little bit of what they want, and no one gets everything they want. The perception of the best outcome when working by compromise is that which “splits the difference.” Compromise is perceived as being fair, even if no one is particularly happy with the final outcome.
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