Managing Conflict

Duration

One Day Programme. Suitable for up to 12 staff members

Overview

Teaching your team how to manage conflict and deal with difficult or agressive situations

Suitability

Customer facing staff at all levels, including supervisors and managers.

Managing Conflict

Getting emotional

Conflicts can be hard. We get so emotional that sometimes we feel we can’t take it at all.

Do you know anyone who is good at conflict management? Do you admire them? Do you envy them? Not so surprisingly most people want to avoid conflicts altogether.

Many get so emotional that they feel they can’t even say a single word. Others may rely on a simple age-old technique of the silent treatment, which doesn’t really do them or others any good.

What to do when conflict arises

So, what should we do when we are in a conflict? Should we just leave it and hope that it goes away? The chances are that it probably doesn’t go away and will come back to haunt you.

Conflicts have a tendency to escalate when untreated, they can make the environment toxic and unproductive and eventually the conflict may come to control you rather you controlling it.

Handling conflicts is much like a trip to the dentist. You may put it aside, eventually go through some pain and come out of the dental surgery, relieved that it is all over. In fact, on reflection you may decide that it wasn’t that bad after all and you should have even done it sooner.

Conflicts can be positive

Conflicts are actually good since they push you and others to move forward in your relationship. The post-conflict result is usually more mature and you usually end up appreciating others’ point of view.

After all, you want to arrive at a resolution that is satisfactory to all sides. Hence, conflict management skill is a must have for anyone in today’s market.

Course Outline

What is Conflict?

Handle Conflicts

Manage Emotions

How to Negotiate

Prevent Conflicts

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