Conflict is inevitable. It is a fact of life and most people are afraid of it. But you don’t have to be. Conflicts grow out of disagreement, or simply difference. This course will give you all you need to prevent or manage conflict, whether it involves you directly, or other people. Conflict is immensely costly to organisations, damaging to relationships and disastrous for productivity. It might be an argument between a line manager and a member of their team, a personality clash between colleagues or even a power dispute between different departments. Wherever it arises, conflict is a major cause of stress in the workplace and it can lead to long-standing grievances, factionalism and absenteeism. Confident conflict resolution skills will set you apart. Being able to handle conflict effectively, whatever the situation, is an ability that will help you to build strong, constructive working relationships and improve the overall performance of your team, group or department.

COURSE OVERVIEW

• Draw up a list of possible sources of conflict, including perceptions and assumptions, with examples of where they are most likely to occur
• Discuss positive and negative characteristics of conflict in the workplace with examples
• Explain organisational conflict modes with examples
• Describe conflict, which may arise in personality types, using transactional analysis
• Discuss the various business conflict modes with examples
• Explain useful steps to be taken to manage conflict with examples 
• Describe the route, which conflicts normally follow toward resolution with examples
• List methods available to resolve conflict in terms of the Labour Relations Act with examples 
• Choose the most appropriate strategy to resolve a particular conflict with a justification for the choice of strategy
• Demonstrate the need to adopt action plans and adapt them to a particular conflict with examples 
• Explain the role of policies and procedures in place in the organisation in terms of their role in preventing and/or resolving conflicts 
• List the personal attributes of a good conflict manager with examples of how each characteristic contributes to conflict resolution
• Do a skills audit to identify the skills you (the learner) needs to develop to be an effective conflict manager 
• List the negative attributes which should be avoided or controlled by an effective conflict manager with an explanation of the negative effect each has on the resolution of conflict

Course Details

• Module 1: Describe the Main Sources of Conflict.
• Module 2: Explain appropriate techniques in conflict management.
• Module 3: Describe the appropriate action plan and strategies to manage conflict.
• Module 4: Explain the attributes of an effective conflict manager.