Length: 1 Day
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Learning Objectives

  • Define types of conflict and their causes
  • Discuss and implement the conflict resolution process
  • Identify conflicts and how to prevent an issue before it escalate
  • Develop communications skills and technique

Training Outline

Overview of Conflict Management

    • What is a Conflict?
    • Sources of Conflict
    • Needs and Beliefs
    • Emotions in Conflict
    • What is Conflict Resolution?

Consequences of Conflict

    • Positive Results for Self
      • Reconciliation of Interests
      • A Sense of Identity
      • Interaction
      • Internal Change
      • Clarification of the Real Problem

Positive Results for the Group

    • Increased Trust
    • Increased Productivity and Results
    • Group Unity

Negative Results

      • A Lack of Trust
      • Conflicts Happen More Often
      • Systematic Concerns
      • Poor Intentions
      • Diminishing of Group Unity and Alliance

Conflict Outcomes

    • Dominance Turns into Resentment and Destruction
    • Withdrawal and Lowered Self-Image
    • Compromise of Resolution
    • Types of Strategies

Emotions in Conflicts

    • Perception and Group Morale
    • Conflict Cycle
    • Achieving Mutual Respect
    • Coping with Stress and Negative Reactions

Principals of Conflict Resolution

    • Respect and Integrity
    • Rapport
    • Resourcefulness
    • A Constructive Approach and Attitude
    • Basis of Presuppositions

Conflict Resolution Process

    • Four Stages: Awareness, Self-Preparation, Conflict Reduction, and Negotiation.
    • Awareness
    • Self-Preparation

Conflict Reduction

      • Diffuse Negative Reactions
      • Bring Sides Together to Clarify Differences:
      • Decide to Settle Destructive Behavior and Negative Attitudes

Negotiation

      • Identify Problems
      • Identify Interests of Each Party
      • Evaluate Options for a Solution
      • Decide on an Acceptable Solution
      • Develop Action Plan
      • Develop a Process for Evaluation
      • Explore Emotions Afterwards

Conflict Management Training

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