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Professional Self-Development

Mastering the Art of Conflict Management

Turning Conflict into Opportunity

Public Programme
 

Who Should Attend:

  • Supervisors & Managers
  • Team Leaders & Team Members

Course Objectives

  • An overview of the definition of conflict and what conflict resolution means
  • Familiarity with the six phases of the conflict resolution process
  • Understand the five main styles of conflict resolution
  • Explore how Emotional Intelligence (EQ) is relevant to managing conflict
  • Learn how to analyse your personal strengths and weaknesses in Emotional Intelligence
  • Master communication tools such as the agreement frame and open questions
  • Understand how to use EQ to deal with anger, lack of assertiveness and stress
  • Learn how to use conflict resolution tools to prevent conflict.

What will you gain?

By the end of this course you will be able to:

  • Understand basics of Emotional Intelligence and be able to use Emotional Intelligence Skills to deal with emotional viruses like anger, lack of assertiveness and apply stress management techniques
  • Use emotional intelligence competencies in self-leadership skills and in motivating self and others
  • Learn how to use emotional intelligence in day to day conflicting situations inside and outside the workplace for a balanced life
  • Focus on the Win-Win Approach using the three critical skills of conflict resolution: Negotiation, Assertiveness and Persuasion.

Course Content

  • An Introduction to Conflict Resolution
  • Conflict Resolution Styles with the Thomas-Kilmann Instrument
    • Collaborating
    • Competing
    • Compromising
    • Accommodating
    • Avoiding
  • The Role of Emotional Intelligence in Conflict Resolution
    • What is Emotional Intelligence?
    • The Pillars of Emotional Intelligence
  • Four Skills in Emotional Intelligence
  • Role of Communication in Conflict Management
  • Control Your Emotions before they Control You
  • Creating an Effective Atmosphere
  • Creating a Mutual Understanding
    • What Do I Want?
    • What Do They Want?
    • What Do We Want?
  • Focusing on Individual and Shared Needs
  • Getting to the Root Cause
  • Generating Options
  • Building a Solution
  • Additional Tools
  • Stress and Anger Management Techniques
  • The Agreement Frame.


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