A workplace skills programme focused on constructive conflict management. Develop the skills to manage and resolve workplace conflict constructively, fostering healthier team dynamics and improved productivity.
This workplace skills programme is designed to equip professionals with the knowledge and practical skills to manage conflict constructively in the workplace. You'll explore the causes and dynamics of conflict, learn effective communication and negotiation techniques, and develop strategies for resolving disputes in a way that preserves relationships and promotes positive outcomes. The course covers conflict resolution models, mediation techniques, and emotional intelligence as key tools for managing difficult conversations and building a culture of collaboration.
| Module | Title | Key Topics |
|---|---|---|
| 1 | Understanding Conflict | Sources and causes of workplace conflict; types of conflict; conflict escalation; positive and negative aspects of conflict; identifying conflict styles and approaches. |
| 2 | Communication Skills | Active listening; assertive communication; non-verbal communication; de-escalation techniques; managing difficult conversations; giving and receiving constructive feedback. |
| 3 | Conflict Resolution Models | Thomas-Kilmann Conflict Mode Instrument; interest-based negotiation; problem-solving approaches; transforming conflict into collaboration; restorative practices. |
| 4 | Mediation & Negotiation | Principles of mediation; mediator roles and responsibilities; negotiation strategies and tactics; reaching win-win outcomes; managing group conflict and team dynamics. |
| 5 | Emotional Intelligence | Self-awareness and self-regulation; empathy and social awareness; managing emotions in conflict; building trust and psychological safety; resilience under pressure. |
| 6 | Workplace Application | Case studies and role-plays; developing a personal conflict management plan; implementing strategies in the workplace; building a conflict-positive culture; post-conflict recovery. |
Tools practised: Conflict Assessment Tools, Communication Frameworks, Mediation Techniques, Emotional Intelligence Assessment.
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