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About the course
Learn how to manage conflict and achieve win-win resolutions
On this conflict management course, we use a mixture of theory and practical exercises designed to help you create more effective outcomes in conflict situations.
You will learn to change what you do, what you say and how you say it, in order to create change in the other person.
The course will be closely tailored to the needs of those attending.
Even if you don't always get what you want, you will be driving what happens not them.
- Working with Difficult People
- Using Honesty and Agreement
- Turning Arguments into Discussions
- Defusing Blame
- Dealing with Strong Feelings
- Delivering Bad News
- Feeding the Solution Not the Problem
- Choosing Appropriate Conflict
- Creating Win-Win
- Achieving Resolution
We tailor all our courses to reflect the needs of the delegates on the day.
We will include many of the exercises listed below, and any additional material that the trainers feel is relevant.
You will get to say why you came and what you want from the day.
This will enable your trainers to tailor the course specifically to your needs.
We start with an open discussion about difficult behaviour.
Any form of conflict creates difficult feelings in all those involved.
We will discuss the variety of difficult conversations/situations they have found themselves in, such as:
- giving clients bad news
- telling clients you don't think they've made the right choices
- telling someone they're not getting the promotion/raise
What is Conflict For?
There are many reasons to engage in conflict, but the bottom line is that the purpose of conflict is to arrive at a resolution.
In this section, we explore different types of conflict and possible resolutions.
There are many types of resolution and it doesn't always have to be win-win.
Conflict can actually be exciting and rewarding.
It can be a chance to get to the heart of a problem, rather than only focusing on the surface or obvious issues.
Most conflicts have core causes and once those are addressed, resolution becomes an option to choose rather than run away from.
Dealing with Conflict
Here we look at what happens to you in conflict situations, including how you deal with any 'fallout'.
We'll recreate a ‘conflict’ situation to demonstrate the feelings it creates and how this affects what we do and what we say.
We also look at why, as is very common, many people avoid dealing with it at all.
Delegates will look at a recent situation where they either avoided conflict and what happened or handled it badly, and what happened.
We outline the styles of behaviour that delegates find difficult to deal with.
You define your own difficult person/people and what happens when you engage (or avoid) conflict with them.
What Might Happen?
We touched on the 'fallout' earlier, but here we look at your biggest fears around having difficult conversations or dealing with a difficult person.
Why is the conversation difficult?
Is it because you really have to deliver bad news, or is it because you're frightened of the other person's reaction.
How has this stopped you from effective conflict management?
When Are You Difficult
Delegates are asked to identify a situation where they may have been someone else's difficult person.
- What did it feel like?
- How did they approach you?
- How did you respond?
- Was it resolved, and if so, how?
Here we look at a range of things including:
- Avoiding conflict as much as possible
- 'Evidence collecting' to prove your opinion
- Talking to the wrong people
- Being right while the other person is wrong
- Letting them have it between the eyes
Here we start to look at a range of options, these include:
- Figuring out what's really going on
- Deal with things as they arise
- Avoid blaming
- Build bridges
- Set clear boundaries
- You don’t have to go it alone
- Stop colluding
- Or... if the conversation defies resolution - is walking away an option?
Their Point of View
"I Understand Where You're Coming From"
This exercise demonstrates the effect of seeing the conflict from the other person's point of view.
Emotion vs. Objectivity
A pairs exercise that allows people to calm down an over-emotional person without getting drawn in.
This technique allows the other person to be heard and get their point of view across.
While allowing you to set clear boundaries and deliver a difficult or uncomfortable message.
Here we look at two different approaches.
How can we avoid the knee-jerk reactions a person can display when they feel blamed or attacked?
Conflict can be even worse when there are additional hidden agendas.
This is a simple technique of how to 'call the behaviour' without making the other person wrong.
This sounds trickier than it is!
A technique to help people distinguish between what someone does as opposed to who they are.
This can be extremely helpful when you have to deliver news the recipient doesn’t want to hear.
Here we look at how you say what needs to be said, yet avoid conflict.
How you can ask someone to do something for you or refuse to do something for them and still maintain a positive relationship.
How you can deal with the person you find most difficult on a regular basis and have things move smoothly along.
Here we will introduce some of the phrases we have collected over the years that help defuse tricky situations.
Difficult Styles and Reactions
Here we return to the lists we created earlier in the day.
You will get to discuss and practice how you could deal with some of your conflict situations using the awareness and material from the day.
We will look at:
- Defusing conflict before it escalates
- Getting clear about what outcome you want
- How to feed the solution, not the problem
- Knowing when to leave things well alone
- Making offers
- Three Wins to them and they owe you one
- Changing or letting go of your want
- Adjudicating between other people's arguments
How Do I Let Go?
Having had one difficult encounter, it can be really hard to let go of all the feelings, frustrations and residue of that, before you are able to face the next difficult or tricky situation with a clean slate as it were.
We know that it's very easy to metaphorically 'kick the cat'.
We have a brief 'in your head' exercise that demonstrates how powerful feelings can be, even when they aren’t verbally expressed.
We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.
Here is an opportunity for the whole group to brainstorm about different conflict management techniques and tools they know work to deal with their own angry, upset or frustrated feelings.
Personal Take Out
Each person will identify:
- What they are taking away from the Conflict Management course
- What specifically they know they will use
- Where they will practise
We will give out Impact Factory documents to support the course.
You'll get copies relevant hand-outs to remind you of the Coursework.
Two weeks after the course one of your trainers will call to see how you are getting on.
You will have email and telephone access to both of your trainers.
You'll also have access to a course web page containing:
- Handouts used during the course
- New supportive material
- Impact Factory PDF documents
- Recommended reading
- Links to our favourite videos
Trust the experts
Katherine joined Impact Factory as an in 2005 having worked as an actress for over 20 years in theatre, radio, and television. She is one of our most experienced trainers developing new programmes and training trainers at Impact Factory. After her degree in drama, Katherine did a postgraduat...
Maria Peters is what you might call a creative idiot... In a good way. She comes to us with a background in radio broadcasting, comedy improvisation and education program design. The common thread woven throughout Maria’s working life is her intrinsic love of people. In particular, the psychol...
From political speech writing to stand-up comedy, from marketing to project management, from strategic planning to coaching, from a degree in Sociology to a diploma in public relations Sarah has packed a lot into her life already. Originally from Canada, Sarah has lived in the UK since 2009, ...
Katy has been at Impact Factory for seven years and brings a wealth of life experience to her work here. From performing in the West End and at the National Theatre, to teaching and directing drama students, to running a franchise of a national pre-school music programme, her ability to adapt to...
Conflict Management, Coaching, Line Management, Time Management, Performance Management and Better Meetings. Like many Londoners, Sheila brings the experience of another place with her. She was raised in Manchester. Visitors to Manchester say that the inhabitants are friendly and nosey in eq...
Conflict Management Course