INTRODUCTION FOR CONFLICT MANAGEMENT
Whether at work or in personal life, it is inevitable to have disagreements. Handled poorly, such disagreements may escalate to become conflicts with serious consequences, to both ourselves and others. This training equips executives with the skills to handle conflicts positively.
DURATION
1 day
INTENDED AUDIENCES
Employees/ frontliners
METHODOLOGY
Theory (30%) with discussions and presentations, audio-visual aids (10%) and experiential activities with guided learning (60%)
COURSE CONTENT
Understand the Issue
- Types of Conflict
- Common workplace conflicts
- Is conflict necessary?
- Can conflict be good?
- Managing expectations
Strategies for Conflict Management
- Different strategies for different conflicts
- Avoiding
- Accommodating
- Compromising
- Competing
- Collaborating
Understand the Person
Platinum Rule vs. Golden Rule
Keys to understanding what drives different people – build rapport
4 Core Personality Types
- Strengths/ Weaknesses
- Behaviour under stress
- Adaptability
From “Difficult” to “Different” Customers/ Colleagues
- Hot buttons for each personality type – what upsets each type of customers most
- Ways to connect & serve each type
- Managing & motivating each type
- Assessment & Personalized Reports
Essential Skills to Resolve Conflict
Begin with Self
- Emotional intelligence is essential
- Check own unconscious bias
- Personal strengths and weaknesses
- Fears and past experience with conflict
- Stress management
Better Communication Skills
- Power of words
- Develop empathy
- Active Listening
- Clarifying Questions
- 5C of communication
- Clear
- Concise
- Curious
- Compassion
- Collaborate
Problem-solving through Teamwork
- Focus on what is right, not who is right
- Generate options
- Agree & decide on actions
- Preventive & contingency plans
