Conflict Management Strategies

Explore ways to make conflict management a core element of organizational strategy through the adoption of conflict resolution structures and processes including third-party roles. Prevent conflicts when possible, and resolve them in a fair and considerate manner when they do occur. Practice techniques for managing conflict on personal and team levels, and leave with an action plan for applying a conflict resolution process in your organization.

The course includes techniques for managing conflicts between managers and workers, as well as between co-workers. It does not cover legal, contractual or societal conflicts.

Takeaways

• Understand workplace conflict from a strategic perspective
• Adapt your conflict response style to particular situations
• Respond more effectively to the emotional content of conflict
• Develop collaborative and communication skills to better help avoid and resolve conflicts
• Frame and set boundaries around conflict
• Mobilize third-party techniques to help others resolve conflicts
• Design and implement team-based conflict management and employee advocacy systems

Program content

• Sources and types of conflict
• Alternative ways of responding to conflict: aggressive, assertive and problem-solving responses--how do you tend to respond?
• Managing conflict resolution: surfacing inexplicit conflict so it can be treated, developing and facilitating an effective conflict resolution process
• Communication: obstacles to communication, using collaborative language, listening with empathy, speaking assertively
• Making conflict resolution a strategic organizational objective
• Making conflict OK: avoiding reactance, learning from conflict, reducing the corrosive impact of conflict while fostering its creative potential

Special Features

You will develop personal and team conflict profiles, and design a plan for better managing conflict at both levels. You’ll also apply conflict resolution practices to your own work situation.