LEARN TO RESOLVE CONFLICT WELL

A key question that every leader needs to answer is this: Is conflict good or bad for the organization? The answer is “It depends…” Conflict can impede progress while it consumes resources, takes time, and has the potential of damaging relationships and future outcomes. But it is also a necessary prerequisite for excellence. This course teaches a pragmatic approach to address conflicts that arise at work. The focus is on developing common ground, exchanging ideas, developing and applying practical skills, ensuring representation and recognition, and shaping relationships. Participants will learn how to enhance their self-awareness and understanding of diverse interests and values at work, consider different perspectives, apply the conflict resolution model, understand interpersonal dynamics and complexity of issues, and strive to achieve beneficial outcomes for stakeholders through collaboration. Case studies and practical skills activities are used throughout this conflict resolution course. Course content includes:

• Understanding conflict
• Beliefs about conflict: the good, the bad and the ugly
• The 5 main styles of conflict resolution and when to use them
• The phases of effective conflict resolution
  • Setting the scene
  • Finding common ground
  • Focusing on shared wants
  • Building goodwill
  • Identifying the underlying issue
  • Exploring options
  • Agreeing on a solution
  • Next steps