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Conflict Handling Skills
2 Day Course
Course Objectives:
 

To enable individuals to: £1300 per day for up to 8 delegates

  • recognise the causes of conflict
  • identify the symptoms of potential conflict
  • analyse the root causes of conflict
  • generate trust and respect from others
  • mediate in conflicts involving others
  • manage their own emotional response to issues
  • confront situations without creating defensiveness and hostility
  • defuse difficult problems through effective interpersonal skills
  • balance the rights of individuals with organisational needs
Course details:
  • The causes of conflict

  • what is conflict?
    the conflict spiral
    different communication styles
    team roles
    fundamental attribution error
    attribution styles
     

  • Dealing with difficult situations

  • handling your own anger
    dealing with aggression
    when you disagree with:
    - an internal customer
    - a colleague
    - another department
    - your boss
    reducing tension
    handling team conflict
     

  • Positive communication skills

  • communication and listening clearly
    transactional analysis
    building relationships
    managing the situation
    engaging and channeling skills
    developing a 'no-blame' culture
     

  • Win-win negotiation

  • what is negotiating?
    win-win negotiating
    role negotiation
     

  • Self protective skills

  • assertiveness
    advancing your case
    saying "no"
    setting limits
     

  • Giving and receiving criticism

  • a 4-step model
    taking responsibility
    avoiding blame
    being honest
     

  • Changing behaviour

  • moving from:
    - resistance
    - resentment
    - revenge
    towards:
    - clarity
    - co-operation
    - commitment
     
    Tailoring the Course Content:

    Catalyst will endeavour, with your help and approval, to tailor the course content as much as possible. We can do this by:

    • Incorporating your organisation's documentation
    • Referring to your organisation's policies, guides and procedures
    • Agreeing pre-course and post-course work
    • Tailoring exercises and the course manual to suit your requirements

     

    For further details on how Catalyst can tailor your course see Tailored Courses.

    Facilitation:

    The course uses role-plays, case studies and video.  Use may also be made of CCTV.  The practical nature of the training enables delegates to apply the theory underpinning the course to typical workplace situations.

    Who should attend?:

    This course is intended for team leaders, managers and supervisors who facilitate group processes.  Anyone who has the task of resolving conflict or disputes or those in conflict with others who wish to find solutions.

     

     

       
    Designed by TWD