The main purpose of this course is to provide individuals with the principles and skills necessary to effectively resolve conflicts in these times of change and globalization. Conflict, when not managed properly, can have a negative effect on the attainment of personal or organizational goals. In order to be effective in dealing with conflict, individuals need to recognize the potential causes of conflict and take the appropriate steps to prevent them from developing, or, if they escalate, deal with them using proven conflict resolution strategies.
As a result of taking this training, participants will learn how to:
- analyse conflict situations,
- choose the most appropriate strategy
- implement their choice
- assess the strategy=s effectiveness
Session 1. Analysing conflict
The goal of this session is to identify the characteristics of conflict situations, and to analyse specific variables. The variables include; the people involved, their culture and values, the nature of the conflict, the intensity of the situation, and the cause(s) of the conflict.
Session 2. Choosing strategies for dealing with conflict
This session focuses on the Thomas-Kilmann Conflict Modes. This model shows that there are five basic ways to deal with conflicts, depending on the amount of cooperation and assertiveness used.
Session 3. Implementing the strategy
The strategy chosen to be implemented appropriately. Your assumptions, reactions, culture, values, communication and ability to give and receive feedback have a great impact on your effectiveness.
Session 4. Assessing effectiveness
In this session, you will learn how to determine the effectiveness of your conflict resolution skills. The content will focus on the outcome, the relationship between those previously involved in conflict, and the learning that has occurred.
This course is comprised of lectures and practical exercises. An experiential approach is favoured in order to increase participants' learning. The Thomas Kilmann Conflict Mode instrument will be used by participants enabling them to discover their dominant style in conflict resolution.