CONFLICT MANAGEMENT TRAINING AIMSThis Conflict Management Training Course will give you a positive method of managing and preventing conflicts and disputes in a work situation and the ability to resolve conflict situations.This Conflict Resolution Course is delivered to your team as a blended learning solution walking your employees through the core components of how to resolve conflict.
ONLINE CONFLICT RESOLUTION TRAININGThe online conflict resolution course modules provide learners with knowledge and understanding of key models before further face-to-face facilitation on your premises. The e-learning conflict resolution course explores…
An Introduction to Conflict Management
- What is Conflict?
- The Conflict Resolution Process
The Thomas-Kilmann Instrument
Creating an Effective Atmosphere
- Neutralizing Emotions
- Setting Ground Rules
Creating Mutual Understanding
- What Do I Want?
- What Do They Want?
- What Do We Want?
Focusing on Individual Needs
- Finding Common Ground
- Building Goodwill
Getting to the Root Cause
- Examining Root Causes
- Creating a Cause and Effect Diagram
- The Importance of Forgiveness
- Identifying the Benefits of Resolution
- Generate, Don’t Evaluate
- Creating Mutual Gain Options and Multiple Option Solutions
Building a Solution
- Creating Criteria
- Creating a Shortlist
- Choosing a Solutions
CONFLICT MANAGEMENT IN-HOUSEThrough this in-house conflict management training, your employees will take advantage of a trained facilitator and coach. Your trainer will facilitate seven hours of conflict resolution training activities with your team. This in house conflict management course will motivate learners to achieve these aims and objectives:
• To improve conflict management skills, amongst your team members, in order to resolve conflict
By the end of the training course, your employees will be able to:
- Describe the typical behaviours that are used when conflict is not constructively managed.
- Identify different approaches that can be used to manage conflict.
- Prepare for and conduct conversations they find difficult.
- Identify when it is appropriate to use the various approaches to resolving conflict
- Improve awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’
- Identify the management of emotions as a skill of emotional intelligence.
- Increase their awareness of how emotions affect behaviour.
- Handle difficult conversations
Classroom exercises which introduce the nature of conflict in the workplace, managing emotions and steps to resolve conflict.
Summarise online learning
Exercise: Conflict Anatomy
This exercise will explore the main stages of conflict whilst encouraging learners to describe what conflict looks like in the workplace
Management of our Emotions
Exercise: Emotional Intelligence: Participants learn to understand how their emotions determine their behaviour whilst learning effective strategies to manage their emotions effectively
Resolving Conflict Within Teams
Game: At the Restaurant: A group exercise to demonstrate the how destructive a blame culture can be whilst encouraging learner to develop empathy as an approach to resolving conflict
Conflict Management Styles
Exercise: Approaches to Conflict Management: Team members learn multiple strategies for resolving conflict and when it is appropriate to employ each strategy
Managing Difficult Conversations
Exercise: We Need To Talk
A group exercise to build the confidence of team members in managing difficult conversations within their team.
MOBILE CONFLICT MODELSYou’ll experience the benefits of your new approach to resolving conflict back in the workplace and amongst your colleagues. So how will you recall your learning resolution skills when you need it most? Thankfully, we’ve an app for that. Your essential conflict resolution models are accessible from your mobile in handy 60-seconds reminders. Delivered in an animated style with professional voice-overs you’re only ever be a mobile or ipad away from ‘bite-sized’ snapshots of your conflict resolution skills.
There are five widely accepted styles of resolving conflicts. These were originally developed by Kenneth Thomas and Ralph Kilmann in the 1970’s. We have even designed our conflict resolution process so that it can be used in conjunction with these styles.
Although we promote the collaborative style throughout this workshop, there are instances where it is not appropriate (for example, it may be too time-consuming if the issue is relatively insignificant). Understanding all five styles and knowing when to use them is an important part of successful conflict resolution.
This is the approach that we will use during this workshop. With this approach, the parties in conflict work together to develop a win-win solution. This approach promotes assertiveness (rather than aggressiveness or passiveness).
This style is appropriate when:
- The situation is not urgent
- An important decision needs to be made
- The conflict involves a large number of people, or people across different teams
- Previous conflict resolution attempts have failed
This style is not appropriate when:
- A decision needs to be made urgently
- The matter is trivial to all involved
With a competitive approach, the person in conflict takes a firm stand. They compete with the other party for power, and they typically win (unless they’re up against someone else who is competing!) This style is often seen as aggressive, and can often cause the other people in the conflict to feel injured or stepped on. This style is appropriate when:
- A decision needs to be made quickly (i.e., emergencies)
- An unpopular decision needs to be made
YOUR TRAINERS IN CONFLICT MANAGEMENT
Caleb Storkey facilitates conflict and dispute management training to both private and not-for-profit organisations. Caleb is a high-energy leader and team player who shares his valuable experience in driving change and managing conflict.
Caleb’s unique experiences in managing teams from 3 – 60 people offer valuable insights that can be shared with your learners. As well as working with individuals and companies as a coach to help them grow, Caleb has a track record of delivering results by facilitating clear thinking and generating real action.
Your team will be enthused by the contribution Caleb delivers in this conflict resolution course.
Helen Hinds MCIPD delivers management training courses to commercial and public sector organisations to help their staff to manage and resolve conflict in the workplace.
Helen is a Chartered member of the Chartered Institute of Personnel and Development.
Having written an impressive portfolio of management courses for line managers, Helen brings a unique wealth of experience and insight to this conflict management course.