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Business Skills

Course type:
Classroom
Duration:
1 day
Delivery:
Classroom
Optional add-ons:
N/A
Feefo rating

Business Skills Conflict Resolution classroom

Your projects depend on people to deliver successful results. Do you find yourself having to deal with:

  • Differences of approach, direction, ideas or thinking?
  • People with conflicting priorities?
  • Miscommunication and misunderstandings?
  • Clashes of personality or clashing egos?
  • Arguments and disagreements due to pressure?

All of these can lead to conflict and we don’t know when they may arise. This course provides all the understanding, skills and approaches you need to become comfortable with and resolve conflict in a project environment.

Course overview

About the course

Conflict can lead to entrenched positions and/or emotional reactions. A key part of the role of project teams or project managers is to resolve, or preferably pre-empt and neutralise conflict. Developing those skills brings a much greater possibility of project success.

This course provides all the understanding, skills and approaches you need to become comfortable with and resolve conflict in a project environment

What's covered?

Timing and awareness

  • Noticing and addressing problems and conflict early
  • Avoiding crisis by early interventions
  • Convening a neutral meeting of the parties involved
  • Setting out positive intent prior to meetings/interventions
  • Drawing out the perspective and feelings of reluctant participants
  • Meeting with parties individually to identify grievances

 

Empathy and conciliation

  • Demonstrating an understanding of the feelings and needs of others
  • Non-judgmental assessment of situations and behaviours
  • Managing your expectations of others
  • Avoiding blaming, shaming and punishing
  • Identifying non-verbal cues indicating frustration and anger

 

Asserting appropriately

  • Asserting feelings without blaming
  • Identifying triggers to conflict
  • Modelling reasonable dialogue
  • Modelling respectful behaviour
  • Showing willingness to modify behavior

  

Negotiating for a positive outcome

  • Negotiation: what is it?
  • Negotiations: skills
  • Negotiations: process
  • Setting ground rules for productive dialogue
  • Listening without interruption as parties share their perspective
  • Identifying and matching ‘interest’
  • Compromising to accommodate others
  • Commitment to resolving problems
  • Creativity in problem-solving
  • Formalising an agreement between parties
  • Mediating

 

Problem-solving

  • Recognising the existence of a problem
  • 5-stage problem-solving process including
  • Identifying the real problem
  • Setting criteria for a successful solution(s)
  • Brainstorming solutions that accommodate both parties
  • Avoiding assumptions and other barriers to solutions
  • De Bono’s Creative Thinking approaches

 

Actions and performance

  • Teaching alternative behaviours to avoid triggering conflict
  • Integrating goals for harmonious collaboration into performance plans

 

Managing consequences and outcomes

  • Designating sanctions for non-compliance with agreements
  • Monitoring compliance with agreements
  • Recognising improvements on the part of antagonists
  • Reconfiguring relationships and roles to avoid conflict-prone interactions

Target audience

Anyone who finds themselves in a position where they need to deal with conflict on a regular basis or is looking for help with a current workplace conflict situation.

Learning objectives

  • Get an understanding of the nature of conflict
  • Identify and deal with behaviours that trigger conflict
  • Learn how to manage conflict appropriately, professionally and confidently
  • Use and practise a variety of proven conflict management tools and techniques