PROGRAMME OVERVIEW
Differences among people exist because each person is a unique individual. In our daily interactions, it may be inevitable that disagreements arise. Improving conflict management skills will enrich both working life and personal relationships. This workshop is specially designed for participants to enhance individual and organisational performance through transforming conflicts into good opportunities for cooperation and collaboration.
TARGET AUDIENCE
Managers, Supervisors, Customer Service Officers
LEARNING OBJECTIVES
- Identify the sources of conflict and determine the costs of conflict to the organisation
- Assess one’s behavioural style in handling conflicts with others and increase sensitivity to the needs and intentions of others
- Use the skills that are necessary for constructive management of conflict
- Apply the approaches to achieve win-win outcomes among people or teams
DURATION
2 days
CONTENTS
I. Introduction: Nature and Role of Conflict
- Definition of conflict and warning signs of conflict
- Positive and negative aspects of conflicts
- Main causes of conflict and cost of conflict
II. Conflict Management and Styles
- Strategies for managing conflicts
- Benefits of conflict management for individuals and organisation
III. Skills for Conflict Management
- Handling emotions using non-toxic language
- Basic steps to diffusing negative emotions
- Dealing with different sources of conflict
IV. Communication Styles and Behavioural Orientations
- Adapting to different communication styles
- Managing Different Behavioural Orientations
- Toolkit for Dealing with Difficult People
V. Techniques for Conflict Resolution
- The 5-Step Technique: acknowledging, active listening, establishing the facts, etc.
- Interacting for Workplace Harmony
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