Managing Conflict At Work

• Define and recognize the various forms and causes of workplace conflict, and understand the impact of unmanaged conflict on individuals and organizations.
• Explore different conflict resolution approaches and techniques and develop the ability to choose appropriate strategies for specific conflict situations.
• Enhance communication skills for addressing and resolving conflicts, and learn active listening and constructive communication techniques to facilitate conflict resolution.
• Identify proactive measures to prevent conflicts from escalating, and develop skills in managing ongoing conflicts to reach mutually beneficial resolutions.
• Recognize the role of positive working relationships in conflict prevention and resolution, and acquire strategies for building and maintaining collaborative relationships.

• Defining Workplace Conflict: Types and Causes.
• The Consequences of Unmanaged Conflict.
• Recognizing Early Signs of Conflict.

• Exploring Conflict Resolution Models.
• Collaborative Problem-Solving.
• The Win-Win Approach: Seeking Mutually Beneficial Solutions.

• The Role of Communication in Conflict.
• Active Listening and Empathetic Communication.
• Constructive Feedback and Assertiveness.

• Proactive Conflict Prevention Strategies.
• Managing Ongoing Conflicts: Steps to Resolution.
• Mediation and Third-Party Involvement.

• The Link Between Positive Relationships and Conflict Prevention.
• Strategies for Building and Maintaining Collaborative Relationships.
• Conflict Resolution as Relationship Strengthening.

• Conflict Scenario Analysis: Participants analyze fictional workplace conflicts to identify causes and potential resolutions.
• Building Positive Work Relationships: Participants engage in team-building activities and exercises to foster collaboration and trust among team members.
• Effective Communication for Conflict Resolution: Participants practice active listening, empathetic communication, and feedback through role-play exercises in conflict scenarios.

(included in Half-Day sessions)

• Interest-Based Negotiation Framework – Participants will learn about the interest-based negotiation framework and how it can be applied to conflict resolution.
• Win-Win Conflict Resolution Framework – Participants will learn about the win-win conflict resolution framework and how it can be applied to workplace conflict.
• The 5 Cs of Trust Framework – Participants will be introduced to the 5 Cs of trust framework (commitment, competence, consistency, caring, and communication) and learn how to apply these concepts to build trust in the workplace.

• Case Studies and Conflict Scenarios:
  • Presenting real-world case studies and conflict scenarios relevant to workplace settings.
  • Encouraging participants to analyze and understand the causes, dynamics, and potential resolutions of these conflicts.
• Role-Playing and Simulations:
  • Engaging participants in role-play exercises to simulate workplace conflict situations.
  • Providing opportunities for participants to practice conflict resolution techniques, effective communication, and problem-solving in a controlled environment.
• Group Discussions and Peer Sharing:
  • Facilitating group discussions where participants can share personal experiences, challenges, and insights related to workplace conflicts.
  • Encouraging peer learning and the exchange of best practices for conflict management.
• Practical Exercises on Communication and Relationship Building:
  • Conducting interactive exercises on effective communication, active listening, and building positive work relationships.
  • Providing participants with practical tools and strategies to improve workplace interactions.
• Feedback and Reflection:
  • Offering structured feedback sessions after role-play exercises and workshops to enhance participants’ conflict resolution skills.
  • Encouraging self-reflection on their conflict management abilities and areas for improvement.
• Collaborative Problem-Solving:
  • Engaging participants in collaborative problem-solving activities related to workplace conflicts.
  • Promoting teamwork and creative solutions to conflict scenarios.

(included in Full Day sessions)

• Training Materials:
  • Comprehensive presentation slides covering key concepts, case studies, and conflict resolution techniques discussed during the session.
  • Handouts summarizing essential points, communication guidelines, and strategies for building positive work relationships.
• Conflict Scenarios and Case Studies:
  • A collection of real-world workplace conflict scenarios and case studies for analysis and discussion.
  • Worksheets to guide participants in analyzing conflicts, identifying root causes, and brainstorming potential resolutions.
• Role-Play Guidelines:
  • Detailed instructions and guidelines for conducting role-play exercises related to conflict resolution.
  • Role-play scenarios representing common workplace conflicts for practice.
• Communication Tools:
  • Templates and tools for effective communication, including active listening, empathetic responses, and assertive communication.
  • Feedback forms and templates for providing constructive feedback.
• Conflict Resolution Resources:
  • Resources on various conflict resolution models and techniques, such as negotiation, mediation, and collaboration.
  • Handouts summarizing conflict resolution strategies for participants’ reference.
• Conflict Prevention Resources:
  • Resources and guidelines for proactively preventing workplace conflicts.
  • Templates for conflict prevention plans tailored to participants’ specific workplace or team.