Persons in jobs or roles in which managing conflict and disagreement is important.
Maximum number of participants: 12
Course duration
2 Days
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities. Overhead projector, flip charts.
Format
Objectives
After this course a student should be able to
- Explain the increase in workplace conflict and what forces are driving this increase
- Explain the motivation for managing conflict in the workplace
- Explain and compare disagreement and conflict
- Analyze personal styles and their implications for conflict management
- Apply effective techniques to managing conflict.
- Apply effective communication and negotiating techniques to conflict management
- Explain how to manage difficult individuals within the context of conflict
Course outline
- Introduction
- Drivers for Confrontation in the Workplace
- Disagreement and conflict
- Changes in the workplace
- Motivation for Managing Conflict
- Organizational styles and culture
- Why and when people disagree at work
- Levels of Disagreement
- Leveraging disagreement
- Constructive and creative discussion
- Techniques for analyzing causes and sources of disagreement
- Achieving consensus
- Recognizing Personal Style
- Personal styles of handling disagreement
- Personal styles of handling conflict
- Effective Communication and Negotiation
- Verbal and non-verbal communication
- Win-win negotiation techniques
- Conflict
- Techniques for managing conflict
- Critical and non-critical issues
- Stakeholders
- Sources of disagreement and dissension
- Handling Confrontations
- Difficult situations and personalities
- Techniques for managing difficult people
- Conclusion
