Course Outline
1. The Five Stages of Conflict Resolution
- Establishing how everyone will behave in conflict before it begins
- Improving self-management during disputes
- Understanding and resolving the core conflict
- Rehearsing the conflict interaction
- Learning lessons from the conflict
2. Pre-Conflict Agreements
- Building effective social contracts
- Negotiating responses to contract breaches
- Reviewing and updating social agreements
3. Self-Management in Conflict
- Understanding and removing internal barriers that hinder conflict resolution
- Developing awareness of personal biases and learning to mitigate them
- Shifting focus from assumptions and beliefs back to the factual reality of the situation
- Identifying bias within the conflict and neutralizing its impact
- Techniques for self-regulation when emotionally triggered by conflict
4. Understanding and Resolving Conflict
- Analyzing the other party’s motivations, underlying needs, and roadblocks
- Learning to slow down the pace of conflict to enhance resolution effectiveness
- Practicing empathetic listening and achieving positive confirmation
- Strategies to avoid becoming stuck in the dispute and ensure a genuine resolution
5. Rehearsing the Conflict
- Leveraging neuroscience to gain new perspectives and develop a different approach to critical conflict conversations
6. Learning from the Conflict
- Analyzing the outcome of the resolved conflict
- Reflecting on personal performance and behavior during the dispute
7. Recap and Active Discussion
- Reviewing and reinforcing the most useful models
- Discussing specific conflict scenarios
- Concluding with a clear action plan
Requirements
- Self-awareness of a need to resolve business conflict more effectively
- Team based delivery of this course is ideal, but we also cater for individuals
Audience
- This program will benefit all managers, supervisors, executives, HR personnel and professionals who work wthin environments where conflict is either ignored or resolved poorly. The course will teach tools and models that can be used to enhance your own resolution of conflict, but can also be used to help others acquire the critical skills to be successful in the modern professional workplace.
Testimonials (1)
Very practical. Trainer was very flexible in ensuring we meet our needs.
