Length: 1 Day
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Conflict rarely resolves itself – in fact, conflict normally escalates if not dealt with proactively and properly.This is why leaders need to have a plan in place for when the inevitability of conflict arises. Truth is, leadership and conflict go hand in hand. Leadership is a full-contact sport, and if you cannot or will not address conflict in a healthy, productive fashion, you should not be in a leadership role.

Most professionals in this area say the same thing: It is essential for organizational health and performance that conflict be accepted and addressed through effective conflict resolution processes. It usually starts with defining acceptable behavior.

Just having a definition for what constitutes acceptable behavior is a positive step in avoiding conflict. Creating a framework for decisioning, using a published delegation of authority statement, encouraging sound business practices in collaboration, team building, leadership development, and talent management will all help avoid conflicts.

It’s also key to have clearly defined job descriptions so that people know what’s expected of them. Also, having a well-articulated chain of command to allow for effective communication will also help avoid conflicts.

In other words, clearly and publicly make it known what will and won’t be tolerated.

Today, conflict management is considered a crucial skill in order to successfully manage a workforce, especially considering the competitive nature of employees vying for recognition within the typical business structure.

Conflict can be internal when the conflict is only within the individual; it is external if it is between two or more individuals or between groups.

Conflict situations can be triggered almost anything. In other words, conflict is inevitable. When there are differences in background and orientations among employees in working toward a goal, conflict arises.

But despite the inevitability of conflict, it can be minimized and even resolved when properly dealt with.

Conflict Management Training Course by Tonex

Conflict Management Training is a 1-day fundamental training course.

Participants learn the causes of conflict and how to prevent issues before they escalate. Participants also learn stress management techniques, and how to become more self-aware of conflict and its effect on the workplace.

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


      • 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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