Program Overview
Interpersonal
differences among people exist because each person is a unique
individual. In our daily interactions, it may be inevitable that we
meet with conflicts or disagreements. Improving conflict management
skills will enrich both working life and personal relationships. The
Managing Conflict @Work workshop is specially design to
enhance individual and organisational performance by transforming
conflicts to opportunities of cooperation and collaboration.
Target
Audience
Managers, supervisors, section heads, customer service officers
Learning Objectives &
Outcomes
·
Identify the sources of
conflict & determine the costs of conflict to the organisation.
·
Assess one’s behavioural style in handling
conflicts with others & increase sensitivity to the needs and
intentions of others.
·
Use the skills that are necessary for constructive
management of conflict.
·
Apply the approaches
to achieve win-win outcomes among people or teams.
Duration : 2 days
Program
Content
ΠIntroduction :
Nature & Role of Conflict
· Definition
of conflict & warning signs of conflict
· Positive
& negative aspects of conflicts
· Main
causes of conflict & cost of conflict
v Conflict Management & Styles
· Strategies
for managing conflicts e.g. competition, compromise
& collaboration
· Benefits
of conflict management for individuals & organisation
Ž Skills for Conflict Management
· Handling
emotions using non-toxic language
· Basic
steps to diffusing negative emotions
· Dealing
with different sources of conflict
x Communication Styles & Behaviorial Orientations
· Adapting
to different communication styles
· Managing
Different Behaviorial Orientations
· Tool-Kit
for Dealing with Difficult People
y Techniques for Conflict Resolution
· The
5-Step Technique : acknowledging,
active listening, establishing the facts, etc.
· Interacting
for Workplace Harmony
Conclusion - Transfer of Learning
· Developing
a Personal Action Plan for applying Conflict Resolution Skills at
the Workplace
Library
of Courses