Dealing with conflict

The aim
To show employees how to resolve problems on their own using basic conflict management skills.


About the programme
Conflict at work shifts the focus away from the basic goals of the team, department and organisation, and negatively impacts productivity and, ultimately, the bottom line. Surveys show that managers now spend about 20 percent of their time on conflict resolution. And employees - now carrying the increased responsibilities of issues such as empowerment and quality management - are more vulnerable to conflict than ever. As employees are asked to become more self-directed, to contribute their opinions and communicate with a greater variety of people, they need ready access to their own conflict management skills.

Based on the world-famous Thomas-Kilmann Conflict Mode Instrument, this programme offers the five most valuable proven methods for recognising and resolving conflict. It dramatises scenarios that highlight the five positions taken by most people during contentious situations: avoiding, accommodating, competing, compromising, and collaborating.

While the skills and insights presented here will enhance management's ability to resolve conflicts, they are for all employees -- enabling everyone to work through conflicts with less dependence on superiors. These interpersonal skills have never been more needed by the workforce - or more valuable to the organisation in its pursuit of objectives.


The key outcomes
-Learn proven methods for recognising conflict
-Take responsibility for conflict and its resolution
-Empower all individuals within your organisation


Programme includes:
DVD (20 mins)
Leader's guide


Information:
A CRM learning production.

Learning-chapters

• ntroduction
• -Host segment
• Accommodating
• Competing
• Comp romising
• Collaborating
• Summary