A face to face workshop to give managers and your wider teams the tools and techniques to resolve conflict effectively. We will explore the mindset of a mediator and learn new tools and techniques to help facilitate great conversations between the parties who are in conflict. We will discover how this rebuilds and strengthens long-term working relationships and helps us to move from feelings of frustration and hopelessness to positivity, win-win and future focus.
Learning Objectives
By attending this workshop, delegates will be able to:
- Explore the key components of conflict and the impact on us, our teams and our organisation.
- Understand the options for resolving conflict on a spectrum of informal to formal and why an informal approach can be more effective
- Learn and practice new skills and techniques in the art of conflict resolution
Course Overview
We build all our training programmes bespoke, so it’s down to where you want the emphasis of your workshop to be. Here is an example of what a typical course could look like, but please get in touch to tailor this for your business.
| Topic | Content |
|---|---|
| Introduction and welcome | Trainer introduces the key learning outcomes. |
| What is conflict? | Exploring the key sources of conflict in the workplace, including values, needs, people, organisational |
| The impact of unresolved conflict | We explore the impact of conflict on: - Our mental health and wellbeing - The Team - Your organisation |
| Conflict resolution: what are the options? | We explore 5 different types of conflict resolution using the spectrum from informal to formal. We note the main differences in terms of: - Who makes the decisions? - Level of autonomy - Success in achieving buy in and engagement |
| How do you respond to conflict? | An exercise for delegates to discover where their conflict resolution style sits. Do we need to adapt our current style in order to achieve best results? How do make this change? |
| Why do we feel so negatively about conflict? | The 3-part brain theory in relation to conflict |
| How does this model of conflict resolution work? | Regaining power and autonomy Moving negative to positive emotions Sacrificing “victory” for understanding Moving from Positions to Interests |
| Conflict resolution skills help to build the essential building blocks of great relationships at work | Here we make a connection between reducing conflict and the essential factors that contribute to our positive mental health and wellbeing and our psychological safety. |
| When are the optimal circumstances in which informal conflict resolution methods can work? When are the circumstances when formal processes are more appropriate? | We remind ourselves about the spectrum of informal to formal management and methods of conflict resolution and look at the key factors that may influence us to one way or another. |
| Moving from Positions to Interests | At the heart of successful conflict resolution, we are able to help people to focus on what really matters to them - their interests and why they have come to adopt such a hard line – their fixed position. This helps the participants to discover that they have far more in common than pulls them apart. |
| Key skills in practising the art of conflict resolution | We learn and practice key skills such as: Active listening Asking great open questions using the funnel technique Reframing |
| Cultural competency | A key competency in successful conflict resolution in many cases How culturally competent and confident do you feel? How can we improve on this? What’s your plan? |
| Typical areas to explore in conflict resolution | We look at key areas to watch out for and what to do about them: Partial knowledge The range of unintentional to deliberate misunderstanding. Differences in background experience and culture Power imbalance Adopt the GROW model |
| Conditions for success | We explore four key components of success: Suspend judgement - keep an open mind Create a positive mindset Grow your skills and techniques Create a vibrant culture |
| Creating a personal action plan | Under guidance from our trainer, each delegate draws up their own individual action plan to embed key learnings from today. |
| 3 key messages from today | We remind ourselves of the 3 learning outcomes and 3 key points under each. |
| CLOSE |
