Aimed at:
Supervisors and managers who wish to better understand conflict, develop conflict resolution skills and manage conflict in their departments.
Course Outline:
In this practical course, delegates are guided towards an understanding of the nature of conflict in organisations and how to manage both its positive and negative characteristics. Delegates learn how to recognise the causes of conflict and how it can escalate, and have a chance to practise their conflict resolution skills.
Course Content:
- Positive and negative characteristics of conflict
- The causes of conflict
- Reaction to conflict
- How conflict escalates
- Emotional awareness
- Reading non-verbal communication clues
- Using transactional awareness to understand conflict
- Conflict management roles
- Mediation
Duration:
- 1 day
Number of Delegates:
- Min/max: 4-15
