Resolving Conflicts

In the Resolving Conflicts programme, you will learn the strategies, tactics, and insights you need to be firmly in control of tough conflict situations. Spot potential conflict situations and defuse them before they flare up. This programme is designed to give you the practical skills you need to respond to on-the-job conflicts quickly and effectively.

Objectives

• Enhance teamwork and turn conflicts into opportunities that enhance performance
• Recognise conflicts and their causes
• Respond to difficult behaviours
• Recognise different styles and how to handle criticism
• Learn how to respond to aggressive or passive-aggressive people
• Use a systematic approach to resolve conflicts and improve productivity
• Discover when it's smart to stand firm on your decisions and when it's best to compromise

Key Topics

• How conflicts evolve and escalate
• Preventing conflicts and the consequences of unresolved conflicts
• Effective influencing for resolving conflicts
• Developing assertive and responsive behaviours
• Reducing defensiveness and developing process-oriented skills
• Dealing with aggressiveness, intimidating and superiority behaviour in others
• How emotions affect discussions and how to avoid emotional decision-making
• Using anger management when resolving conflicts
• Approaches for resolving problems with difficult colleagues
• Developing strategies based on the other person’s style and situational factors

Feedback
"An interesting, fun and interactive class. Concrete examples, clear illustrations and thoughtful discussion & role play. I enjoyed the games which give me broad knowledge about working well with others."