Conflict Management Training Course

The nature and classification of conflicts; specific types identified by participants

Lewin’s theoretical framework for conflict situations.

Primary sources of conflict.

• Resources
• Misalignment in goals
• Work interdependence
• Differences in values or perspectives
• Organizational ambiguity

Distinguishing between functional and dysfunctional conflicts

Perceptual distortions that occur during conflicts

The dynamics of conflict

• Preceding phase
• Challenge phase
• Escalation phase
• Confrontation phase

Behavioral styles in conflict management; appropriate conduct during disputes; consequences of rigidly applying specific styles

Leveraging assertiveness and conflicts for team development; assertive skills for conflict resolution

Strategies applied in conflict situations:

• Competitive approach (I win - you lose)
• Accommodative approach (You win - I lose)
• Collaborative approach (Win-win; transforming conflict into cooperation)

Conflict Management; core methods and techniques for resolution

• Negotiations
• Mediation
• Arbitration

Managing emotions in conflict

Coping with stress in challenging situations

• Introduction to anti-stress training
• Relaxation and focusing techniques

Creative approaches to conflict resolution.

Effective communication as a fundamental tool for conflict management.

• Barriers to communication and conflict resolution
• Verbal and non-verbal communication

Applying negotiation techniques to resolve conflicts.

Course Summary