Who is this course aimed at?

In today's challenging work environment, individuals are encouraged to take responsibility and make individual contributions. Projects are often undertaken by cross-functional and multi-functional teams which afford many opportunities for creativity. However, there are also many occasions when disagreement and conflict cause frustration and reduce productivity. This workshop identifies situations in which conflict may occur and suggests techniques for handling confrontation and conflict. It also provides exercises for establishing and reinforcing those techniques

Prerequisites

Communication skills or negotiation skills training course may be helpful

Course objectives

After completing this course, participants should be able to:

Explain the increase in workplace conflict and what forces are driving this increase
Explain the motivation for managing conflict in the workplace
Explain and compare disagreement and conflict
Analyze personal styles and their implications for conflict management
Apply effective techniques to managing conflict
Apply effective communication and negotiating techniques to conflict management
Explain how to manage difficult individuals within the context of conflict
 

Course content

Drivers for Confrontation in the Workplace
Disagreement and conflict
Changes in the workplace

Motivation for Managing Conflict
Organizational styles and culture
Why and when people disagree at work

Levels of Disagreement
Leveraging disagreement
Constructive and creative discussion
Techniques for analyzing causes and sources of disagreement
Achieving consensus

Recognizing Personal Style
Personal styles of handling disagreement
Personal styles of handling conflict

Effective Communication and Negotiation
Verbal and non-verbal communication
Win-win negotiation techniques

Conflict
Techniques for managing conflict
Critical and non-critical issues
Stakeholders
Sources of disagreement and dissension

Handling Confrontations
Difficult situations and personalities
Techniques for managing difficult people

Conclusion
Critical success factors

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