Managing Conflict

MODULE 1: Introduction and Course Overview

MODULE 2: Defining Conflict

Learning outcomes: Know how to define conflict and overcome assumptions when conflict arises. They will look at the affect conflict has within an organisation and identify positive and negative outcomes from conflict situations.

Topics covered:

• What is Conflict?

MODULE 3: Types of Conflict

Learning outcomes: Identify different types of conflict and how they are manifested in thought and actions. They will identify the root cause of conflict scenarios and recognise how to categorise them, in order to overcome these situations.

Topics covered:

• Inner Conflict
• Group Conflict
• Intergroup (or Structural) Conflict

MODULE 4: Open Conflict vs Hidden Conflict

MODULE 5: Conflict Resolution Style Questionnaire

Learning outcomes: Use a questionnaire to classify concern for the organisation goals and people involved, and learn when best to implement the characteristics of each category.

Topics covered:

• The Questionnaire
• Interpretation
• Pros and Cons

MODULE 6: Seven Steps to Ironing Things Out

MODULE 7: Conflict and Its Resolution

Learning outcomes: Look at several ways of visualising a situation, then will follow a process to resolve the conflict, identifying the needs and assumptions of others, and formulate a strategy for resolution.

Topics covered:

• Visualising Conflict
• Conflict Resolution Process
• A Strategy for Conflict Resolution

MODULE 8: Facilitating Conflict

Learning outcomes: See how facilitation skills can help intervention and encourage a positive outcome from conflict. They will recognise behaviours that can help and hinder progress and promote healthy debate.

Topics covered:

• Facilitation Overview
• Managing Differences Collaboratively
• Resolving the Issue
• Practical Application

MODULE 9: Making Interventions

Learning outcomes: Know when it is necessary to intervene. They will look at situations to apply caution and employ methods to contain the situation and tackle resistance.

Topics covered:

• Defining Interventions
• Wording Interventions
• When one person dominates the discussion
• Telling Versus Asking
• Dealing with Resistance
• Resistance Scenarios
• Workshop Wrap-Up

MODULE 10: Your Personal Action Plan