About the Course

Often conflict in the workplace is unavoidable. It’s important to understand when we can prevent it or when we should foster it. Speaking about conflict is not only to speak about negative consequences. Indeed, we can find positive consequences from good conflict management, such as process improvement, diversity and creativity promotion, and improvement of self-esteem and communication skills.

In some specific positions, it’s crucial to develop the right competencies not only to understand how to prevent some types of conflict but as well to manage and solve them with the best approach. Accordingly, it’s indispensable to analyse our approach to managing conflicts, examine how we handle our emotions, and review our communication in our relations. Afterward, we will be more aware and hence able to give more forceful responses and develop positive relations in our workplace. Moreover, it’s decisive to recover from conflict, understand the importance of building trust, develop rapport and emphasize the noteworthiness of forgiveness and the power of apologising.

This Mastering Conflict Management and Resolution at Workplace training course will give a deep understanding to the delegates about the conflict in the workplace because only in this way we will be capable of finding better strategies and building better organisations.

Core Objectives

After completing this training course, each delegate will be able to understand how to prevent, manage and resolve conflicts in the workplace.

The delegates will achieve the following objectives:

• Recognise workplace conflict, its causes, and consequences
• Understand how to manage conflict
• Explore key skills for managing conflicts
• Improve communication skills for conflict resolution
• Explore ways for conflict resolution
• Acquire strategies to prevent workplace conflict
• Analyse key skills to prevent conflicts
• Learn how to recover from workplace conflict

Training Approach

This training course is driven by a blended learning approach based on adult learning techniques such as lectures, video presentations, trainer-facilitated workshop exercises, case studies, self-reflection, and debates. The different methods will lead to higher engagement because the delegates will be doing things and thinking about what they are doing. Furthermore, it will build self-confidence, and they will be pulled out of their comfort zones to share their thoughts, opinions, and conclusions about specific topics. Lastly, this blended learning approach will allow instant feedback and improvement and stretch creativity and innovation.

The Attendees

This training course is suitable for anyone with the desire to understand the origin of the conflict and its consequences deeply. Furthermore, it is intended for attendees who want to develop knowledge and competencies to manage and solve conflicts in their organisations.

Likewise, it will be valuable to the professionals but not limited to the following:

• Senior managers
• Managers
• Team leaders
• Project managers
• HR manager
• Departments heads
• Business owners or entrepreneurs
• Any leadership positions

Daily Discussion

DAY ONE: UNDERSTAND THE CONFLICT

• Conflict and Disagreement
• Assess Conflict at the Workplace
• Conflict Causes
• Conflict Consequences
• Conflict Escalation

DAY TWO: MANAGING CONFLICT

• Handling Conflict Styles
• Reflection of Conflict Handling Style
• Understand when and how to get involved
• Manage your Emotions
• Key Skills to Manage Conflict

DAY THREE: RESOLUTION AND COMMUNICATION

• Communication as a key to Conflict Resolution
• Styles of Communication for Managing Conflicts
• Effective communication: Empathy, Open & Direct Communication, and Feedback
• From Preparation to Collaboration
• Negotiating and Problem Solving

DAY FOUR: PREVENTING CONFLICT

• Strategies to Prevent Conflict
• Awareness of Conflict Pitfalls
• Look into Yourself
• Promote Self-awareness
• Key Skills to Prevent Conflicts

DAY FIVE: RECOVERING FROM CONFLICT

• Recovering from Conflict
• Building Trust
• Reflective Listening
• Build Rapport
• Importance of Forgiveness and Apologies