Conflict Management Course
Conflict Management Course
Resolving Conflict(Click here for Tailored Conflict Management Training)
This one-day Public Conflict Management Course has a mixture of theory and practical exercises designed to create more effective outcomes.
Conflict Management courses are run by
This conflict management course helps you understand that the solution lies with you, not them. Changing what you do, what you say and how you say it, you will create changes in the other person. Even if you don't always get what you want, you will be driving what happens between the two of you, not them.
Click here for our Communication Skills Course - Customer Service Course - Influencing and Negotiating Skills Course - Negotiation Skills Course - One to One Conflict Management Training
Conflict Management Course Objectives:* The purpose of conflict
* Changing what you do for a different outcome
* Defining a difficult person
* Working with difficult people
* Using honesty and agreement
* Turning arguments into discussions
* Defusing blame
* Active listening and responding
* Understanding the roles people play
* Dealing with strong feelings
* Delivering bad news
* Feeding the solution not the problem
* Choosing appropriate conflict
* Creating win-win: achieving resolution
* Getting to the core of the problem
Conflict Management Course Preparation:
Identify what you like least about handling conflict Identify a conflict situation you handled well And one that you handled badly What is your best skill to deal with conflict?
Conflict Management Course Programme:The course content may include many of the exercises listed below, and any additional material that the trainers feel is relevant to the delegates on the day.
Delegate WantsDelegates will be asked what they specifically would like from the programme and what their individual focus for the day will be. We will let people know that the workshop is adapted to their specific needs.
Creating a context for Conflict ManagementOpen discussion about difficult behaviour
Range of Difficult SituationsDelegates will discuss the variety of difficult conversations/situations they have found themselves in, such as: giving clients bad news, telling clients you don't think they've made the right choices, telling someone they're not getting the promotion/raise/ etc. they asked for or were expecting, disciplinary issues, annoying niggles, setting boundaries, time management/pressure issues.
What is Conflict For?There are many reasons to engage in conflict, but the bottom line is that the purpose of conflict management is to arrive at a resolution.
In this section we explore different types of conflict and possible resolutions.
What types of Conflict Resolution are there?I win You lose
You win I lose
No one wins
We both lose
We both win
We get to go round again
Conflict Management can actually be exciting and rewarding. It can be a chance to get to the heart of a problem, rather than only focusing on the surface or obvious issues. Most conflicts have core causes and once those are addressed, conflict management becomes an option to choose rather than run away from.
Dealing with ConflictHere we look at what happens to delegates in conflict situations, including how they approach with it and deal with any 'fallout'.
To begin we'll recreate a "conflict" situation just to demonstrate the feelings it can create both in ourselves and in others and how this affects what we do and what we say.
We also look at why, as is very common, many people avoid dealing with it at all.
Delegates will look at a recent situation where they either avoided conflict and what happened, or handled it badly, and what happened.
So Who Is a Difficult Person?We outline the styles of behaviour that delegates find difficult to deal with. We look at how each delegate defines their own difficult person/people and what happens when they engage (or avoid) conflict with that person or people.
What Might Happen in Conflict Situations?We touched on the 'fallout' earlier, but here we look at the delegate's biggest fears around having difficult conversations or dealing with a difficult person.
Why is the conversation difficult? Is it because you really have to deliver bad news, or is it because you're frightened of the other person's reaction.
How has this stopped you from effective conflict management?
Have You Been Someone Else's Difficult Person?Delegates are asked to identify a situation where they may have been someone else's difficult person.
What did it feel like?
How did they approach you?
How did you respond?
Was it resolved, and if so, how?
Other things that add to Conflict DifficultyHere we look at a range of things including:
Avoiding conflict as much as possible
'Evidence collecting' to prove your opinion
Talking to the wrong people
Being right while the other person is wrong
Letting them have it between the eyes
Managing Conflict and Moving Difficult Situations ForwardHere we start to look at a range of options, these include:
Figuring out what's really going on
Deal with things as they arise
Set clear boundaries
You don't have to go it alone
Or... if the conversation defies resolution - is walking away an option?
We move on to explore some models and techniques that may be helpful:
"I Understand Where You're Coming From"This exercise demonstrates the effect of seeing the conflict from the other person's point of view.
Emotion vs. Objectivity: "So What You're Saying Is..."A pairs exercise that allows people calm down an over-emotional person without getting drawn in.
Listening and Responding with EmpathyThis exercise allows the other person to be heard and get their point of view across while allowing you to set clear boundaries and deliver a difficult or uncomfortable message.
The Best Defence is a Good OffenceOr is it?
Here we look at two different approaches and how we can avoid the knee jerk reactions a person can display when they feel blamed or attacked.
Uncovering Hidden AgendasConflict Management can be even worse when there are additional hidden agendas. This is a simple technique of how to 'call the behaviour' of the other person without accusation or making the other person wrong. This sounds trickier than it is!
Delivering Difficult MessagesA technique to help people distinguish between what someone does as opposed to who they are. This can be extremely helpful when you have to deliver news the recipient doesn't want to hear.
Creating Win-Win: Maintaining RelationshipsHere we look at how you say what needs to be said, yet avoid conflict; how you can ask someone to do something for you or refuse to do something for them and still maintain a positive relationship; how you can deal with the person you find most difficult on a regular basis and have things move smoothly along.
Useful and Defusing PhrasesHere we will introduce some of the phrases we have collected over the years that help defuse tricky situations.
Dealing with Difficult Styles and ReactionsWhat To Do If
Here we return to the lists we created earlier in the day and delegates will get to discuss and practice how they would deal with some of their conflict management situations using the awareness and material from the day.
We will look at:
Defusing conflict before it escalates
Getting clear about what outcome you want
How to feed the solution, not the problem
Knowing when to leave things well alone
Three Wins to them and they owe you one
Changing or letting go of your want
Adjudicating between other people's arguments
How Do I Let Go of a Conflict?Having had one difficult encounter, it can be really hard to let go of all the feelings, frustrations and residue of that, before you are able face the next difficult or tricky situation with a clean slate as it were. We know that it's very easy to metaphorically 'kick the cat'.
We have a brief 'in your head' exercise that demonstrates how powerful feelings can be, even when they aren't verbally expressed. We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.
Here is an opportunity for the whole group to brainstorm about different conflict management techniques and tools they know work to deal with their own angry, upset or frustrated feelings.
Conflict Management Summary and Personal Take OutEach person will identify
What they are taking away from the Conflict Management course
What specifically they know they will use
Where they will practise
Final Conflict Management Hand-outsWe will give out two Impact Factory documents to support the course
Conflict Management and Difficult People
The Art of Saying No
Managing Key Stakeholders
Also all delegates will be issued with relevant hand-outs to remind them of the Conflict Management Course work which include our memorable visual cue cards. Delegates will also be able to take away Impact Factory web cards, which will give them access to our extensive e-library of useful documents.
Public Conflict Management Course
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