COURSE OVERVIEW

This program helps participants to identify sources of workplace conflict, and provides tools and techniques for assessing and managing conflict so that conflict does not adversely affect the quality of business, productivity, and avoid wasting time and energy.

It introduces a model for managing differences that include unique approaches for effectively handling conflicts. Participants determine which approach will be most successful in dealing with and resolving the conflicts they personally encounter. Working through simulations, they learn better ways to handle conflict between themselves and others and to referee conflicts between other employees. Each participant plans and practices a conflict resolution session designed to prepare them for handling a conflict they currently face at work. The program concludes by highlighting ten common conflict behaviour types, and showing how to effectively deal with each.

Delegates will explore the practical and theoretical basis for a conflict resolution approach and gain experience on how to put a comprehensive set of conflict resolution techniques into practice.

This course will identify a range of conflict resolution approaches but will focus primarily on negotiation, mediation, and advocacy.

The format of this course includes the presentation of theory, group discussion, guest speakers who incorporate mediation or advocacy in their practice, videotaped scenarios, case application, and role-play exercises.

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