Conflict Resolution - Getting Along in the Workplace



All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a football match. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. Through this workshop, you will begin to both demystify and better manage everyday disputes, in order to resolve problems without damaging relationships. You will improve your ability to constructively manage the conflicts in which you are involved, as well as helping to mediate disputes for others.

  • What is Conflict?
  • The positives and negatives of conflict

  • Inner Conflict
  • Personal Values
  • Interpersonal Conflict
  • Group Conflict

  • The eight stages of conflict
  • Prevention and Intervention Points
  • Conflict Outcomes
  • Strategies for Dealing with Conflict

  • Expanding your personal awareness
  • The Johari Window defined
  • Understand your own Window

  • Perceptual filters
  • Barriers to communication
  • Active listening
  • Understanding body language
  • Building Rapport
  • Questioning and listening skills
  • Paraphrasing
  • Empathy
  • Delivering Feedback

  • 3 step Intervention Strategy
  • Intervention Wording for Specific Situations
  • Dealing with Resistance
  • Resistance Scenarios

  • Undergo the Questionnaire
  • Interpret your style
  • Analyse benefits and detriments

  • Win/Lose
  • Win/Win
  • Lose/Lose
  • Strategies to achieve optimum outcome

  • Facilitation Overview
  • Step One: Venting Emotions
  • Step Two: Resolving the Issue
  • Practical Application

  • Defining Interventions
  • Resistance Scenarios

  • Developing a framework for success in the workplace

  • People managers in a work situation
  • Organisations that foster diversity of thinking may wish to up-skill staff to deal with the conflict that sometimes eventuates
  • Team leaders/members in a team that has ongoing conflict amongst the group
  • People in very tense and competitive environments
Before attending this course, students must have:

Key Business Benefits

  • Boosts productivity through time saving, ease of management and focus on the ‘right’ issues
  • Staff are more protected and likely to stay
  • Strengthen staff trust and morale.
  • Creates a better feeling and stronger organisation

Key Participants Benefit

  • Understand what conflict is and how it can escalate.
  • Recognise the five most common conflict resolution styles and when to use them.
  • Increase positive information flow through non-verbal and verbal communication skills.
  • Develop effective techniques for intervention strategies.
  • Become more confident of your ability to manage conflicts to enhance productivity and performance
After completing this course, students will be able to:


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