Conflict Management


Conflict is the difference between what you have got and what you want. Whenever you think this difference comes about because of someone’s actions or behaviour, you have a conflict. Having to endure conflict without sufficient tools and resources can lead employees to experience discomfort, and this distress can get out of control.


Learning Outcome

At the end of the course, participants will be able to:
• Identify constructive and destructive behavioral responses to conflict.
• Understand the difference between active and passive responses to conflict.
• Gain insight about one’s own response to conflict.
• Apply new strategies for resolving conflict.

Course Content

Understanding Human Behaviour
• Where does behaviour come from?
• Our two minds
• The emotional hijack
• Emotional stimulus and response
• The attitude and behaviour cycle

Conflict Styles
• Thomas Kilmann Conflict Mode Instrument
• Recognise different styles of conflict
• The advantages of each conflict style
• Recognise your own preferred way of dealing with conflict
• Identify the impact of different conflict styles

Strategies for Handling Conflict in the Workplace
• Identify where you focus your attention and energy
• Role of managing conflict in the workplace
• Current conflict resolution strategies

Assertiveness Skills
• The three different types of behaviour
• Non verbal elements of influencing and assertiveness
• Apply the assertiveness model to a conflict scenario
• Stating desired outcomes