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Conflict Management Training

Is it true that some people in your organisation do not manage conflict very well? Instead, do they sometimes mis-manage conflict and make the situation worse? Conflict in your team is inevitable and could even be beneficial, but ONLY IF it is managed according to correct principles.

A useful and practical presentation of current issues where a conflict may arise. Theory and exercises combined in an exciting manner. A well-prepared presentation. The trainer elaborated and was flexible and well adapted to all candidates' needs.

Customer Reviews

Conflict Resolution Training Programme - Morning

How to get the best from any conflict situation. Be Clear in your use of lanague. Treat everyone reasonably. Maintain a positive attitude

Avoiding conflicts based on misunderstandings

Many conflicts are born of a misunderstanding of an earlier message. By clarifying your original message, you can avoid many errors and misunderstandings.

Clarity of Purpose and Goal Setting

The first thing you must do, is to clarify the goal. You must know what you want and be able to clearly communicate your objectives to others. In addition, you must understand what the other person wants.

The dangers of an ambiguous message

An ambiguous message is one that can be understood in multiple ways. For example, “Send me that document, asap”.

Notes on how to eliminate vagueness and ambiguity from your spoken and written communications.

Clarity is a virtue, vagueness is a vice.

How to give a clear, specific message

We will show you eight ways to clarify your message and ensure there can be no conflict, based on misunderstanding.

How are you perceived at work?

Remember that people make judgements about you, based upon everything you say and everything you do.

You have the power to control what you say and do, and therefore you should decide exactly how you want to be perceived and then act accordingly.

The correct and incorrect use of humour

The misuse of humour can be the source of conflict. We will discuss how to properly use humour and the negative effects of the misuse of humour.

How to define the exact meaning of your message

It is important to be able to accurately express your message, in a single sentence. We will show you how to reduce a complex message to its essential terms, so that it can be more easily and correctly understood.

How to give a clear, specific message

How to deal with a negative personality

Some people are cynical and negative – they call it being realistic. We will show you how to transform your negative cynic, into a critical thinker.

Avoid making negative suggestions, keep them positive

Every time you speak, you create mental images in the mind of your listener, which are then acted upon. Therefore, it is very important to phrase your message, so that the images you create, correspond to the things that you do want. We call this process embedded command.

Food Photo Food Photo Food Photo
A selection of food which is available on our open courses - varies per venue

Conflict Management Training Programme - Afternoon

Four ways to approach conflict resolution situations

Handle Conflict Situations - Rationally, Emotionally or Avoid/Evade

Managing confrontational situations

Conflict is inevitable, since not everybody agrees with your views. How you deal with conflict and confrontation is an important question.

Three common mistakes people make in conflict situations

  1. Many people get too emotional, too quickly.
  2. They argue far too long about what has already happened (the past).
  3. They lose control of their language and make a bad situation, worse.

The proper approach to conflict resolution

We will use reason and objective language to resolve conflict.

What are the principles of rational conflict resolution?

Whilst in conflict, keep your negative emotions under control.
Strictly control your language and don’t verbalise your derogatory opinions.
Don’t argue about the past, instead negotiate a plan going forward.
Operate according to the facts, not your feelings.

The rational approach to handle conflict and difficult people

  1. Your goal is to modify their behaviour, not “win” the argument
  2. "Nip it in the bud" technique, to quickly handle conflict
  3. Don’t use emotional language when dealing with conflict in the workplace
  4. Use objective language
  5. Don’t attack their self-image, character, ego or pride
  6. Give them a clear way out of the conflict
  7. Ask them for a specific change in their behaviour
  8. Distinguish reasons from excuses
  9. Don’t give concessions to excuse givers
  10. Positively reinforce any positive change in their behaviour
Language - Constructive (Specific Facts, Behaviour, Supportive) - Destructive (Derogatory Opinions, Personal Attacks, Negative emotions)

Correct use of body language in conflict situations

In conflict situations it is important to get your body language right.

Learn our Pat Goes Ape formula:

  • Posture
  • Appearance
  • Touch (handshake)
  • Gestures
  • Orientation
  • Expression
  • Scent
  • Accessories
  • Proximity
  • Eye contact

Proper voice-tone in conflict situations

  1. Volume
  2. Pitch
  3. Pace
  4. Intensity of emotion
Body Language - Voice Tones - Words

Handle real-life conflict situations

We practice our skills in handling real-life conflict scenarios. You will have the opportunity to present your own problems and we will work out a solution.

Common conflict situations

Interestingly, we all have similar problems when handling other people, for example, dealing with:

  • Harassment issues
  • Consistent lateness
  • Social bully
  • Inappropriate humour in the workplace
  • Aggressive behaviour
  • Poor performance issues

The need for praise and appreciation

The lack of appreciation may be the cause of a conflict situation.

How and when to give praise and appreciation.

Positive reinforcement

Whenever the person makes a move in the right direction, then immediately, “tag it” with a piece of positive reinforcement.

Conflict Management and Resolution Training Summary

Summarise and write your personal development action plan.

Food Photo Food Photo Food Photo
A selection of food which is available on our open courses - varies per venue

I would recommend the course to my peers. It was entertaining and interesting. Gave examples where you can stop and think how it affects you. Asked lots of rhetorical questions, which is required to make you think. Examples provided will definitely be used in my working life. Trainers presentation was knowledgeable, friendly and approachable.

Customer Reviews