The costs of unmanaged conflict for organisations are tremendous. For example we know that unresolved conflict is frequently cited as one of the most common reasons people give for leaving an organisation. Stop this now by investing one-day to learn five essential conflict-reducing skills.
This one-day workshop has been specifically designed for staff working in a leadership and/or management role. It will provide participants with a range of practical approaches to prevent, identify, facilitate, diffuse and/or resolve interpersonal workplace conflicts.
define conflict
- what actually is 'conflict'?
- common reactions to conflict
- conflict, bullying or harassment?
- types of conflict
- the costs of unmanaged conflict
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the conflict spiral
- the conflict styles matrix
- the multiple causes of conflict
- spiraling out of control
- stop enlisting & being enlisted
- prevent, intervene, facilitate or?
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agreeing on a team process
- establishing shared expectations
- how values shape priorities
- you already have a conflict process
- one team process
- the need for regular review
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dealing direct
- why don't we deal direct?
- the value of dealing direct
- one model
- the possible pitfalls
- the power of scripting
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handling complaints
- don't become a dumping ground!
- seeking to understand not fix
- one process
- listen, listen & listen some more
- managing expectations
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facilitating resolution
- facilitation, mediation or arbitration?
- your role as 'c'
- the ideal environment
- your preparation
- one model for dialogue
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