Conflict Diffusion

“Anger is momentary madness, so control your passion or it will control you.” - Horace

PROGRAM OVERVIEW

Duration:           1 Day

Investment:      GROUP RATE APPLIES - maximum group size: 14 (larger group 
                          sizes and/or multiple program delivery to be negotiated)

Introduction/ Descriptor: 
While it is recognised that a degree of conflict is necessary for organisations to operate effectively, one must be aware of significant costs incurred when conflict is not managed well. Such costs include high staff turnover, low levels of employee engagement, increased stress levels, and a reduction in customer service quality.

The aim of this workshop is to equip participants with effective strategies and tactics that are real and practical for use in the workplace (and in their personal lives also!). This workshop helps participants to understand the concept of conflict, clearly identify types of conflict, recognise the early warning signs and identify the best strategy in dealing with it. 

Topics covered include:

• Identify what conflict actually is
• Identify and differentiate between ‘good’ and ‘bad’ conflict
• Understand how conflict arises in the workplace and how to control it
• Understand and appreciate the approaches to conflict
• The power of calmness
• Understand strategies for managing workplace conflict at an organisational, team and interpersonal level
• Employ effective communication techniques to assist in the management of conflict
  • Use negotiation and influencing skills to resolve issues
• Determine the difference between Aggressive/ Passive/ Assertive behaviour and understand how to use assertive behaviour to deal with conflict in the workplace
• Develop confidence in your ability to manage conflict in your workplace
• Identify ways to deal with difficult and aggressive people
• Identify symptoms versus causes of conflict

Who should attend:
Anyone who would like to understand how to more effectively manage their response in conflict situations.
Anyone wanting to develop confidence in their ability to manage conflict in their workplace, including strategies to assist in resolving issues (internal and external customers).
Teams that require reduced aggression in conflict situations and the ability to employ effective communication techniques to assist in the management of issues arising from the conflict.


Format / Program structure:
Highly interactive workshop that includes group discussions, experiential exercises, case study analysis, reflective activities and skills practice sessions.