Mastering Conflict Management Skills
Purpose of the programme:
- To equip participants with practical skills and strategies for effectively managing and resolving conflicts in both professional and personal settings.
- To foster a culture of open communication, collaboration, and mutual respect within teams and organizations.
- To enhance participants' self-awareness and emotional intelligence in relation to conflict situations.
Course Objectives :
- Gain a deeper understanding of the nature of conflict, its root causes, and its potential positive and negative outcomes.
- Learn various conflict management styles and develop the ability to adapt their approach based on the specific situation.
- Acquire effective communication techniques for navigating difficult conversations and resolving conflicts constructively.
- Enhance problem-solving skills and collaborative decision-making abilities in the context of conflict resolution.
- Develop strategies for managing their own emotions and responses in conflict situations, as well as for de-escalating emotions in others.
Course Content:
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Module 1: Understanding Conflict
- Importance of conflict management skills
- Definitions, types, and sources of conflict
- Myths and misconceptions about conflict
- Potential positive and negative outcomes
- Interactive exercise: "Conflict Scenarios"
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Module 2: Conflict Management Styles
- Thomas-Kilmann Conflict Mode Instrument (TKI)
- Five conflict management styles (Competing, Accommodating, Avoiding, Collaborating, Compromising)
- Strengths, weaknesses, and appropriate use of each style
- Interactive exercise: "Style Identification"
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Module 3: Effective Communication in Conflict
- Active listening, empathy, assertive communication
- De-escalating emotions and building rapport
- Role-playing exercise: "Difficult Conversations"
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Module 4: Emotional Intelligence and Conflict
- Role of emotions in conflict
- Emotional intelligence and its relevance
- Self-awareness, self-regulation, empathy, social skills
- Mindfulness exercise: "Breathing for Calmness"
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Module 5: Conflict Resolution Strategies
- Negotiation, mediation, arbitration
- Steps in the conflict resolution process
- Case study analysis: "Resolving a Workplace Dispute"
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Module 6: Collaborative Problem-Solving
- Importance of collaboration
- Interest-based negotiation
- Building trust, promoting open communication
- Team-building activity: "The Marshmallow Challenge"
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Summary: Personal Action Planning
- Reflecting on personal conflict management style
- Identifying areas for improvement
- Creating personal action plans
- Resources and support systems
Method of Presentation :
Teaching Aids :
Course Manuals, Audio/ Visual presentations.
Measurement :
Individual assessments during modules.
Interactive :
Facilitation, Breakaway group sessions, High Level Participation, Group Work, Role Plays, Self Reflection, Theories and Exercises, Plans to transfer skills in job context.
Target Group :
Leaders, Managers, Team Leaders, Heads of Departments
Duration of Course :
2 Days
Venue :
Training can be conducted in-house, or at a venue of your choice.