Develop the key skills you need to manage conflict and keep your team focused on the real results

Highlights:
• Learn key models to manage conflict in business including:
• The "Model to Disagree" (to turn conflict into discussions)
• The P.U.R.R model (for understanding)
• The 5-step approach (to map conflicts)

Key Competencies:
• Conflict management
• Gaining trust and support
• Understanding real interests
• Listening for feelings
• Turning disagreements into positive business discussions

Essentials of Conflict Management is a hands-on training programme, highly interactive with exercises and role plays. The programme will be led by an experienced facilitator with former management experience in international companies.


8 Programme Modules:

1 - Developing Conflict Awareness
• Recognising the difference between disagreement and conflict 
• Understanding the five levels of a conflict 
• Exploring barriers to conflict management and resolution

2 - Responding to Conflict 
• Identifying your own feelings and actions in response to conflict
• Applying the P-U-R-R Model to demonstrate understanding
• Utilising the validating process
• Distinguishing between listening for thoughts and listening for feelings

3 - The Role of Trust in Minimising Conflict
• Describing the 4 Cs as the cornerstones of building trust
• Knowing how trust is lost and regained, and how transparency validates trust
• Identifying interests behind positions

4 - Conflict Strategies
• Identifying your preferred strategies for responding to conflict
• Understanding the five conflict strategies
• Exploring appropriate strategies to minimise/manage conflict

5 - Moving Beyond Conflict
 • Knowing why relationship conflict and content conflict should be handled differently
• Turning potential disagreements into discussion by applying the Model to Disagree
• Identifying and practising assertiveness tools and strategies
• Detoxifying emotional statements and devising alternative ways to express the message

6 - Dealing with Difficult Behavior
• Explaining the difference between difficult people and difficult behaviour
• Understanding how to handle passive behavior
• Developing a strategy for handling passive or aggressive behaviour

7 - Mapping the Conflict
• Mapping a conflict using a 5-step approach
• Exploring a given conflict from various "viewing points"
• Separating interests from positions in a specific conflict
• Selecting a conflict strategy appropriate to addressing a specific goal
• Implementing a chosen conflict strategy

8 - Thunderstorms
• Applying skills to address emotionally tense conflicts (called Thunderstorms)
• Using skills to address an intra-group conflict case study
• Planning for future development to effectively respond to conflict

You have been faced with conflict in your Senior Managers team, department or organization and you need to develop the right skills to manage it effectively and postively.



Typical Participants:
• Managers
• Senior Managers