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CONFLICT
MANAGEMENT (FOR MANAGERS)
Intended Audience:
Supervisors/Managers with Direct Reports
Duration: One Day
This course is differentiated from a staff (non-supervisory)
program in that we explore the additional challenges
that managers have in “mediating” disputes
of others, particularly when the manager him/herself
may be a factor within the conflict situation. The reality
is a manager, unlike an external 3rd party mediator,
is never seen as neutral. There are always power dynamics
at play. We examine how the manager can use a “situational”
(flexible) conflict resolution approach with staff.
We also examine strategies and techniques to resolve
conflicts and foster understanding and commitment. Participants
engage in resolving conflicts and disputes based on
actual workplace issues and challenges.
Methodology for Delivery: Highly interactive
and experiential using adult learning techniques. Cases,
role plays, group discussions, exercises, dialogue.
Practice sessions applying learnings to workplace conflictual
situations. A video demonstrating effective conflict
management techniques is also used.
Learning Objectives: |
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Gain insight into the root causes of conflict,
using the Circle of Conflict |
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Learn strategies for resolving and/or preventing
the escalation of conflict |
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Learn Reframing and other techniques for moving
past disagreement |
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Gain insight into different approaches to
conflict management, as well as one’s preferred
manner of resolving conflict |
| • |
Learn how to conduct an effective conflict
meeting including the setting of appropriate behavioural
and process guidelines |
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Practice conflict resolution and consensus-getting
techniques |
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Apply conflict management techniques to cases
and real workplace issues |
Expected Results: |
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Expanded knowledge of both what causes conflict
(i.e. sources of conflict) and appropriate strategies
for resolving |
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Increased ways to de-escalate conflict at
an early stage to prevent serious dysfunctioning |
| • |
Knowledge of conflict resolution techniques
for working through disagreement and reaching
consensus and commitment |
| • |
Insight into how to set up and conduct a
conflict meeting |
| • |
Increased skills and effectiveness in key
conflict management techniques including reframing,
probing, identifying body language, converging,
and gaining consensus |
| • |
Insight into one’s preferred approach
to conflict management as well as the 5 typical
approaches to conflict resolution |
Method of Instruction: The course
is highly interactive, based on adult learning principles.
The instructor uses a variety of exercises, cases, and
workplace scenarios to ensure job relevance.
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CONFLICT
RESOLUTION (FOR EMPLOYEES)
Intended Audience: All Staff
Duration: One Day
Methodology for Delivery: A mixture
of theory and practicum to give participants the rudiments
and framework for resolving disagreements and conflict.
Some self assessment exercises to understand consulting
style and preferences. Exercises, cases, role plays,
and group discussion all based on sound adult learning
principles.
Learning Objectives: |
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Learn the 5 sources
of conflict |
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Gain insight into functional and dysfunctional
approaches to conflict |
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Learn how collaborative
approaches have the greatest probability to gain
consensus and commitment |
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Learn how to preserve the relationship with
others while working through disagreements |
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Gain insight into one’s preferred conflict
style |
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Learn how to move to a collaborative approach
as appropriate |
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Practice dealing with difficult people and/or
challenging situations |
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Develop practical strategies and techniques
for diffusing conflict and learning how to leverage
disagreement in a healthy way for increased individual
and team functioning |
Expected Results: |
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Increased understanding of the different approaches
to conflict |
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Learning effective and dysfunctional ways
of handling disagreements |
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Learning how to move past blockages with others
and get “unstuck” |
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Knowledge of a practical step by step approach
to using a collaborative approach |
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Significantly increased understanding and
ability with the range of appropriate techniques
and tools for resolving conflict |
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Increased awareness of one’s own approach
to conflict and the typical conflict styles of
others |
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Insights in how course learnings can be applied
to actual conflict situations in the workplace |
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