Conflict Management

Introduction

All of us have different behavioural styles, goals and needs.  When we interact with people in our workplaces, these conflicting priorities can turn into personal dislikes and get us into a conflict.  When this happens, teamwork breaks down, and efficiency and productivity in the organization suffer.  However, conflict is not all necessary a bad thing.  If it is managed effectively, many of the problems that have been brought to the surface by the conflict can be resolved – and this gives us benefits that we might not at first expect.  Effective conflict resolution can also lead to personal and professional growth.

This program shows you how you can manage and resolve a conflict.  You will be taught how to understand the behavioural styles of people so that you can interact more effectively with them, and in doing so, help prevent conflicts.  You will also learn how to manage difficult people, handle criticisms and what to do with bullying and harassment.  You will be taught the theory of conflict resolution, and learn essential negotiation skills and gambits so that you can resolve a conflict most effectively that results in a win-win for all parties.

Course objectives

At the end of the 2-day program, participants will learn:

• What is a conflict, and what causes it.
• How to profile their behavoural styles and relate well with others.
• Effective communication techniques.
• How to be assertive.
• How to manage difficult people.
• About bullying and harassment.
• About third party intervention.
• How to use negotiation gambits to resolve conflict effectively

Course Outline

Module	What will be covered	Activities
Opening activities	Intro of trainer Objectives and overview of course Intro of participants	BINGO – ice breaker Team message – unique way of getting  participants into teams Self introduction
Module 1 Introduction to Conflict	What is conflict? Benefits & adverse effects of conflict 4 conflict outcomes Types of conflict Causes of interpersonal conflict	The Crocodile Story  Group discussion – benefits and disadvantages of conflict Group activity – allocation of types of conflict
Module 2 Understanding behavioural styles	DISC behavioural profiling Recognizing the behavioural style of others How to adapt and blend for more effective communication.	Individual behavioural profiling Group quiz – on the various behavioural profiles Case studies – group discussion
Module 3 Communicating effectively	The Johari Window and the communication process Encoding, transmission & decoding problems Male/female communication differences Art of active listening Dangers of assumptions Being assertive Sociograms	Group presentation – communication “noises” Active listening test The inference test Group role-play – male/female communication differences Assertiveness test The Good, the Bad & the Ugly – Assertiveness role-play
Module 4 Conflict resolution	Styles of conflict resolution Conflict resolution process Levels of conflict Conflict coping strategies Resolving conflict based on relationships	Thomas Killman’s conflict resolution assessment Group presentation – conflict resolution styles
Module 5 Negotiation gambits & conflict resolution	The agreement box Rules of negotiation Opening gambits Advantage gambits Disadvantage gambits Closing gambits	Story of visit of Russian presidium to Henry Ford’s factory Group role play and presentation – conflict resolution gambits
Module 6 Tips on  preventing conflict	Managing difficult people Distorted thinking Taking criticisms On taking revenge Formula for preventing conflict Team conflict Consensus decision making	Role play – difficult people Story of scorpion and turtle Story of Aristotle and his pupil Story of the professor’s radio talk show Role play – formula for preventing conflict
Closing activities	Revision Personal reflection Personal action plan	Group revision discussions Personal reflection Personal action plan

Methodology Lectures, self-assessments, group discussions, case studies, role plays, and hands-on exercises
will ensure participants can apply them back at their workplaces.