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Conflict Resolution (for Employees)

Intended Audience: Supervisors/Managers with Direct Reports

Duration: One Day

This course is differentiated from a staff (non-supervisory) program in that we explore the additional challenges that managers have in “mediating” disputes of others, particularly when the manager him/herself may be a factor within the conflict situation. The reality is a manager, unlike an external 3rd party mediator, is never seen as neutral. There are always power dynamics at play. We examine how the manager can use a “situational” (flexible) conflict resolution approach with staff. We also examine strategies and techniques to resolve conflicts and foster understanding and commitment. Participants engage in resolving conflicts and disputes based on actual workplace issues and challenges.

Methodology for Delivery: Highly interactive and experiential using adult learning techniques. Cases, role plays, group discussions, exercises, dialogue. Practice sessions applying learnings to workplace conflictual situations. A video demonstrating effective conflict management techniques is also used.

Learning Objectives:

  • Gain insight into the root causes of conflict, using the Circle of Conflict
  • Learn strategies for resolving and/or preventing the escalation of conflict
  • Learn Reframing and other techniques for moving past disagreement
  • Gain insight into different approaches to conflict management, as well as one’s preferred manner of resolving conflict
  • Learn how to conduct an effective conflict meeting including the setting of appropriate behavioural and process guidelines
  • Practice conflict resolution and consensus-getting techniques
  • Apply conflict management techniques to cases and real workplace issues

Expected Results:

  • Expanded knowledge of both what causes conflict (i.e. sources of conflict) and appropriate strategies for resolving
  • Increased ways to de-escalate conflict at an early stage to prevent serious dysfunctioning
  • Knowledge of conflict resolution techniques for working through disagreement and reaching consensus and commitment
  • Insight into how to set up and conduct a conflict meeting
  • Increased skills and effectiveness in key conflict management techniques including reframing, probing, identifying body language, converging, and gaining consensus
  • Insight into one’s preferred approach to conflict management as well as the 5 typical approaches to conflict resolution

Method of Instruction: The course is highly interactive, based on adult learning principles. The instructor uses a variety of exercises, cases, and workplace scenarios to ensure job relevance.