Conflict is a natural part of the social experience. In the workplace, conflict is particularly common as many people with varying responsibilities and personalities must work together. One can find conflict between groups, individual employees and even between members of management.
The cost of conflicts is very high and underestimated by organisations: Research has shown that managers spend 20-40% of their time addressing conflicts; a 2008 study (by CCP) showed than US employees spend an average of 2,8 hours a week dealing with conflict! Appropriately managing conflict is therefore a key professional skill.
Conflict management skills help you manage how conflict affects you, those you work with and the workplace as a whole. Given that conflict is inevitable, conflict management aims to make conflict a productive part of the workplace – if you have the skills do to so, you can contribute to an environment where conflict is accepted, managed and used positively.
Unfortunately, few people are naturally equipped with good conflict management skills. This course aims to start remedying that. The course will:
- Develop an understanding of common sources of conflict and awareness of what signs to look for, so you can prevent or minimise conflict by catching it early;
- Focus on how to analyse conflicts;
- Help participants reflect on their personal conflict management style;
- Work on six key conflict management skills:
- Effective communication
- Active listening
- A positive attitude
- Keeping a one’s cool (emotional regulation);
- Teach students tools and processes for constructive conflict conversations.
From a didactic perspective the course is conceived of as a group coaching based on knowledge input, self-reflection (individual and group), discussion and evaluation.
At the end of the training, participants will:
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- Know how to recognise conflicts early and understand the value of early management;
- Understand the patterns conflicts follow and be able to analyse them;
- Refine key conflict managment skills;
- Have tools and methods to constructively address conflicts.