Most of us feel under-skilled when confronted with conflict and disputes, disagreements can drag on longer than they need, and frequently escalate to cause more serious problems. This workshop provides a remedy by helping participants identify and strengthen their conflict resolution abilities, so that they can intervene sooner and more productively, before the dispute affects morale or performance. Disagreement need not be destructive. The right guidance offered skilfully can help disputing parties maintain a viable working relationship, so they learn to settle disagreements without disruption. See also Conflict at work
Course contents
- Introduction to conflict and disagreement
- What constitutes ‘resolution’?
- The inevitability of disagreement
- Causes, consequences and costs
- Routes to resolution; formal and informal
- People in conflict, drives and motivations
- Common responses; the avoidance cycle
- Conflict styles, strategies and tactics
- Positions vs. priorities, staying on track
- Typical scenarios, understanding the patterns
- The conflict triangle
- Knowing how, where and when to intervene
- Proactive intervention, three options
- Who owns the conflict, rights and responsibilities
- Dealing with hostility, anger and emotion
- Creating dialogue and understanding
- Goals and agreements
- Follow through and monitoring.
Objectives
Remaining resourceful in the face of conflict
Quickly recognise the limiting patterns in any conflict
Identify resources and opportunities other than ‘problems’
Learn to develop achievable goals
Become more resourceful in managing, mediation, advocacy etc.
Learn to apply the approach in a variety of settings.