Are you involved in daily conflicts with co-workers? Is your work environment becoming increasingly unpleasant? Is this impacting your performance? If the atmosphere at work is tense, this can lead to team demotivation and poor morale. Tense situations and minor daily conflicts can escalate if they are not dealt with. To turn this kind of situation around, you must learn to express yourself assertively and set limits without adopting passive or aggressive behavior. Improve your understanding of your supervisors’ and co-workers’ motivation and actions and apply straightforward methods for dealing with and resolving conflict.

By the end of this course, delegates will learn how to:

• Recognize the underlying causes of conflict
• Map conflict using a five-step approach
• Identify ways to develop flexible responses to personal and professional conflicts
• Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
• Implement strategies to improve your communication and effectively respond to conflict
• Build trust and credibility with colleagues and team members
• Leverage potential conflict situations as opportunities for critical conversations that enhance work relationships
• Gain confidence in holding difficult conversations calmly and assertively
• Manage conflict situations proactively
• Increase your effectiveness in managing conflict
• Analyze the conflict you are involved in
• Review your position in the situation and the positions of others
• Apply win-win negotiating methods
• Implement techniques for resolving the conflict
• Promote cooperation with co-workers
• Avoid loss of motivation and energy resulting from conflicts
• Increase productivity
• Enhance your communication skills
• Establish win-win relationships

Executives, Managers, Supervisors, Team Leaders, Superintendents, Financial Officers and Controllers, Process Managers, Strategic Planning Managers, Key Personnel, Champions, Officers, Engineers, Administrative Staff, anyone who deal with conflict situations

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

• Lectures
• Workshop & Work Presentation
• Case Studies and Practical Exercise
• Videos and General Discussions

An Introduction to Conflict Management Definitions

• What is conflict?
• Why does conflict happen?:
• Conflict management strategies
• Managing anger and emotions
• Responding to anger
• Conflict communication skills
• Interpersonal skills and resolving conflict

Developing Conflict Awareness

• Distinguish between a disagreement and a conflict
• Identify the signs of a conflict
• Manage your emotional reaction in a conflict situation

Modes of Managing Conflict

• Choose the appropriate conflict management approach for any situation
• Understand your own conflict style
• Follow the A.E.I.O.U. method to defuse a tense situation

Responding to Conflict

• Communicate assertively without eliciting defensiveness from the other person
• Constructively disagree with others

Handling Difficult Conversations

• Select appropriate language to express your ideas clearly
• Plan for difficult conversations in a way that focuses on achieving the results you desire
• Prepare for potential barriers during difficult conversations
• Effectively execute a difficult conversation
• Set goals for applying your new skills to your own real-life situations

Analyzing the Situation

• Identifying the characteristics of the situation
• Recognizing the role of perception
• Describing the behavior adopted in the situation
• Defining the psychological mechanisms the conflict brings out
• Developing awareness and self-control

Grasping Negotiating Techniques

• Outlining the drawbacks of haggling or bargaining
• Establishing a win-win negotiation
• Maintaining good relationships

Applying Techniques for Resolving Conflicts

• Refocusing negative behavior
• Settling tensions successfully

Developing Conflict Awareness

• Recognizing the difference between disagreement and conflict
• Understanding the five levels of a conflict
• Exploring barriers to conflict management and resolution

Responding to Conflict

• Identifying your own feelings and actions in response to conflict
• Applying the P-U-R-R Model to demonstrate understanding
• Utilizing the validating process
• Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimizing Conflict

• Describing the 4 Cs as the cornerstones of building trust
• Knowing how trust is lost and regained, and how transparency validates trust
• Identifying interests behind positions

Conflict Strategies

• Identifying your preferred strategies for responding to conflict
• Understanding the five conflict strategies
• Exploring appropriate strategies to minimize/manage conflict

Dealing with Difficult Behavior

• Explaining the difference between difficult people and difficult behavior
• Understanding how to handle passive behavior
• Developing a strategy for handling passive or aggressive behavior

Mapping the Conflict

• Mapping a conflict using a 5-step approach
• Exploring a given conflict from various "viewing points"
• Separating interests from positions in a specific conflict
• Selecting a conflict strategy appropriate to addressing a specific goal
• Implementing a chosen conflict strategy

BTS attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.