Conflict Resolution

Conflict Resolution
2 days

Course Aims
Managers and team leaders can spend at least 25% of their time trying to resolve workplace conflicts. Too often they end up avoiding the conflicts until they escalate-often creating missed deadlines, turnover, project delays

and customer dissatisfaction. This course provides managers and team leaders with the tools for assessing, diagnosing and intervening in workplace conflicts effectively.

Course Summary
• The manager-as-mediator — a better way to handle communication problems and personality clashes, negotiation and creating a win/win solution
• Consequences of conflict — measuring the cost of conflict in your organization
• Types of conflict — boss-employee, employee-boss, and employee-employee
• When managerial mediation works — and when it won’t
• Preliminary meetings with employees — the surprising purpose of “getting the facts.”
• Effective Communication – the use/abuse of body language and how to use it effectively, listening skills and assertive behaviour
• Managing the context — mostly common sense, but vitally important and often overlooked.
• Problem Solving – the use of problem solving strategies to identify appropriate outcomes to conflict resolution scenarios.
• The three tasks of the manager-as-mediator — made simple and practical
• Assertiveness
• Contracting for agreement — making deals that stick
• Practice by learners — constructive, guided feedback to build practical skill