Resolving Conflicts

In the Resolving Conflicts programme, you will learn to spot potential conflict situations and defuse them before they flare up. Discover how, when, where, and why to apply the six sure-fire conflict-resolution steps. You will also learn to develop the insight and intuition you need to make them work.

Objectives

• Enhance teamwork and turn conflicts into opportunities that enhance performance
• Recognise conflicts and their causes
• Recognise people’s 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

Key Topics

• How conflicts evolve and escalate
• Preventing conflicts and the consequences of unresolved conflicts
• Effective influencing for resolving conflicts
• Developing appropriate 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."