Course: Conflict Management

Who is this course for?

This course is suitable for managers and team leaders who have to deal with situations that cause conflict and different types of challenging behaviour.

Course Objectives

  • This course will help managers to:
  • Understand the causes and symptoms of conflict
  • Identify their own style for dealing with conflict
  • Explore different strategies to manage conflict
  • Prevent conflict situations in the workplace by identifying the danger signs
  • Deal with complaints effectively

Example Course Content

Introductions and objectives

Understanding Conflict
– What causes conflict
– The impact of conflict
– Personal style

Understanding People
– What makes people “difficult”
– How to deal with difficult people
– Understanding ourselves

Preventing Conflict
– Understanding work relationships and what drives them
– Strengthening relationships
– Factors that threaten relationships

– Importance of effective communication
– Using active listening
– Giving feedback

Handling Conflict
– Instinctive behaviour
– Chosen behaviour
– Why we behave the way we do
– Assertiveness

Dealing with Complaints
– Attitudes to complaints
– Informal approach
– Grievances