Conflict Management and Resolution

Course Outline

SETTING THE SCENE

• The distinctions between a problem, a disagreement, and a conflict
• Different aspects of conflict – risks vs. opportunities
• Causes of conflict
• Signals to predict conflict
• Perceptions and how we process information can lead to conflict
• Behavioural styles and their impact on conflicts

TYPES OF CONFLICT

• Open conflict vs. Hidden conflict
• Spontaneous and reflective action

PRACTICALITIES – THE HOW TO’S

• Steps to clarify a conflict
• Conflict styles and outcomes
• Communication is key to conflict resolution
• Reflective listening
• Best practices on conflict resolution

POWERFUL SCENES OF CONFLICT STYLES AND CONFLICT MANAGEMENT

• Conflict styles from some movie scenes
• Conflict management from movie scenes
• Compelling and influential scenes from “12 Angry Men”

AN INSIGHT INTO THE PSYCHOLOGY OF CONFLICT

• How we compose our realities?
• A brief insight into what happens in a conflict situation
• The inner source of conflict
• Changing yourself
• Dealing with anger (yours and others)
• Choosing your battles
• When to say “No”

SPONTANEOUS AND REFLECTIVE ACTION

• The Johari Window
• Stages of Conflict
• Creating the Win/Win
• Conflict Resolution Style Questionnaire

THE ROLE OF COMMUNICATION IN CONFLICT RESOLUTION

• Conflict as communication
• Active listening skills
• Paraphrasing skills
• Powerful questions
• Body language
• Non-verbal and verbal communication skills
• Effective techniques for intervention strategies

BENEFITS OF CONFRONTATION

• Preventing problems
• Getting focused
• Dealing with problems
• The three-step conflict resolution model
• How to increase positive information flow
• Why people don’t like to do what they are told
• De-stress and meditative options to use when things turn “ugly”
• Ways to control conflicts to increase productivity and performance

COMMUNICATION ESSENTIALS

• The psychology of communication
• How to listen and ask thoughtful questions
• Why feedback sometimes goes wrong
• Conflict dynamics
• The main causes of conflicts
• Understanding the various dynamics of conflict and how to manage them

COMMUNICATION TECHNIQUES FOR CONFLICT DE-ESCALATION

• Learning from negotiators
• How to create win-win outcomes
• Questioning techniques for conflict resolution
• The Conflict/Opportunity test
• Helping others through conflict
• The five most universal conflict resolution approaches and when to use them
• Case studies and role play

 TIPS FOR FUTURISTIC PLANNING

• Top tips for managing conflict at work
• How to take the anguish out of grievance and the dysfunction out of regulation
• The TCM Resolution Framework
• An overview of the resolution spectrum and the resolution index (RI)
• How to incorporate conflict-resolution into your recovery plan and people-management strategy?