Knowing how to resolve conflict at work is the key to a harmonious and productive professional environment. In this course you will analyse the nature of conflict, how it affects those involved and learn practical strategies for effectively negotiating compromise and successful outcomes. This course is essential for supervisors, team leaders and frontline managers wanting to enhance their skills and the productivity of their teams.

Course Content

• Conflict resolution process
• Conflict resolution styles
• Establishing a communicative context
• Mutual understanding
• Identifying common ground
• Cause and effect
• Options and solution building
• Stress and anger management techniques

Course Delivery

This is an interactive course in which you will participate in self-assessment activities and group exercises and discussion.

Course Outcomes

At the end of this workshop, participants should:

1. Understand what conflict and effective conflict resolution means
2. Understand all six phases of the conflict resolution process
3. Understand the five main styles of conflict resolution
4. Be able to adapt the process for all types of conflicts
5. Be able to break out parts of the process and use those tools to prevent conflict
6. Be able to use basic communication tools, such as the agreement frame and open questions
7. Be able to use basic anger and stress management techniques

Suitable for

Managers, supervisors, team leaders and others wishing to enhance their conflict resolution skills.

Before the course

There are no prerequisites for this entry-level conflict resolution course.