Training Course on Conflict Management and Resolution

Course Description

Workplace conflict is inevitable and unavoidable, but when it becomes detrimental, it may impact recruitment, productivity, creativity, retention, and ROI. On the other hand, conflict can be transformed into profit if it is looked at as an opportunity. If leaders use conflicts to develop their teams in the right way, they can empower their workforce with new levels of confidence and spirit. This energy is a competitive advantage that few organizations can effectively harness and those who are successful could see huge benefits to their bottom line.

While intuition and rationality are essential facets of responding to conflict, it is not enough to rely only on these things to be consistent and fair, avoid further destruction, and reach lasting solutions. People need some form of established guidelines within which they can determine what works well and how effective they can be at resolving conflicts.

What are the key elements covered in this “Masterclass in Conflict Management and Resolution Training Course?” This highly interactive training program will educate you to lead teams through conflicts thoughtfully and effectively, with the use of roleplays and group discussions. As a leader, managing conflicts successfully will give you the confidence to handle any serious workplace issue constructively and positively. This Training Course on Conflict Management and Resolution offered by Phoenix Center for Policy, Research and Training will empower you with practical conflict resolution techniques and strategies that employees can efficiently utilize when managing conflict in the workplace.

Course Objectives

Upon the successful completion of this Training Course on Conflict Management and Resolution, participants will be able to:

• Learn about instinctive leadership responses to conflict
• Address any human conflict subtleties in their workplace
• Identify the difference between task conflicts, resource conflicts, and personality conflicts
• Study the CRIP model to unravel the conflict-management challenge
• Detect any purely hierarchal conflicts
• Build their adaptive leadership skills to lead people out of conflict
• Overcome the conflict escalation in their organizations
• Learn how to set up and manage a workplace investigation pertaining to conflict
• Understand how HR and Managers can work collaboratively to promote a culture of compassionate problem-solving
• Understand how a lack of a strategic framework for managing conflict and change is impacting their business financially

Training Methodology

The course is designed to be highly interactive, challenging and stimulating. It will be an instructor led training and will be delivered using a blended learning approach comprising of presentations, discussions, guided sessions of practical exercise, case study review, web-based tutorials, group work, exploration of relevant issues collaborative strength training, performance measurement, and workshops of participants’ displays, all of which adhere to the highest standards of training. The training technique is built on learning by doing, with lecturers using a learner-centered approach to engage participants and provide tasks that allow them to apply what they’ve learned. Experiential knowledge is also given equal importance within the format of training. Our facilitators are seasoned industry professionals with years of expertise in their chosen fields. All facilitation and course materials will be offered in English.

Who Should Attend?

This Training Course on Conflict Management and Resolution would be suitable for, but not limited to Managers, Supervisors, Team Leaders Human Resource Management professionals, Professionals who want to learn more about conflict resolution and anyone who has difficulties in facing or handling conflicts.

Course Content

Module 1: Setting The Scene

• Distinctions between a problem, a disagreement, and a conflict
• Different aspects of conflict – risks vs. opportunities
• Causes of conflict
• Signals to predict conflict
• Perceptions and how we process information can lead to conflict
• Behavioural styles and their impact on conflicts

Module 2: Types of Conflict

• Open conflict vs. Hidden conflict
• Spontaneous and reflective action

Module 3: Practicalities – The HOW TO’s

• Steps to clarify a conflict
• Conflict styles and outcomes
• Communication is key to conflict resolution
• Reflective listening
• Best practices on conflict resolution

Module 4: Powerful Scenes of Conflict Styles and Conflict Management

• Conflict styles from some movie scenes
• Conflict management from movie scenes
• Compelling and influential scenes from “12 Angry Men”

Module 5: An Insight into The Psychology of Conflict

• How we compose our realities?
• A brief insight into what happens in a conflict situation
• The inner source of conflict
• Changing yourself
• Dealing with anger (yours and others)
• Choosing your battles
• When to say “No”
  

Module 6: Spontaneous and Reflective Action

• The Johari Window
• Stages of Conflict
• Creating the Win/Win
• Conflict Resolution Style Questionnaire

Module 7: The Role of Communication in Conflict Resolution

• Conflict as communication
• Active Listening Skills
• Paraphrasing skills
• Powerful questions
• Body Language
• Non-verbal and verbal communication skills
• Effective techniques for intervention strategies

Module 8: Benefits of Confrontation

• Preventing problems
• Getting focused
• Dealing with problems
• The three-step conflict resolution model
• How to increase positive information flow
• Why people don’t like to do what they are told
• De-stress and meditative options to use when things turn “ugly”
• Ways to control conflicts to increase productivity and performance

Module 9: Communication Essentials

• The psychology of communication
• How to listen and ask thoughtful questions
• Why feedback sometimes goes wrong
• Conflict dynamics
• The main causes of conflicts
• Understanding the various dynamics of conflict and how to manage them

Module 10: Communication Techniques for Conflict De-Escalation

• Learning from negotiators
• How to create win-win outcomes
• Questioning techniques for conflict resolution
• The Conflict/Opportunity test
• Helping others through conflict
• The five most universal conflict resolution approaches and when to use them
• Case studies and role play

Module 11: Tips For Futuristic Planning

• Top tips for managing conflict at work
• How to take the anguish out of grievance and the dysfunction out of regulation
• The TCM Resolution Framework
• An overview of the resolution spectrum and the resolution index (RI)
• How to incorporate conflict-resolution into your recovery plan and people-management strategy?

Requirements

• Participants should be reasonably proficient in English.
• Applicants must live up to Phoenix Center for Policy, Research and Training admission criteria.

NOTE

1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free
2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.
3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.
4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.
5. Approval of Course: Our Programs are NITA Participating organizations can therefore claim reimbursement on fees paid in accordance with NITARules.

Booking for Training

Simply send an email to the Training Officer on training@phoenixtrainingcenter.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.

Or call us on +254720272325 / +254737566961

Payment Options

We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:

1. Groups of 5 People and Above – Cheque Payments to: Phoenix Center for Policy, Research and Training Limited should be paid in advance, 5 days to the training.
2. Invoice: We can send a bill directly to you or your company.
3. Deposit directly into Bank Account (Account details provided upon request)

Cancellation Policy

1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.
2. Participants may cancel attendance 14 days or more prior to the training commencement date.
3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.

Tailor Made Courses

This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location.

For further inquiries, please contact us on Tel: +254720272325 / +254737566961 or Email training@phoenixtrainingcenter.com  

Accommodation

Accommodation is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@phoenixtrainingcenter.com or on Tel: +254720272325 / +254737566961