Conflict Management

In the rapidly changing and global context we live in, conflict is a feature of our current reality. Private and public sector organisations find that they have to be more equipped to deal with different types of conflict. Personal, inter-personal, intergroup and structural conflicts all point to the need for more effective tools for lasting problem solving.
Conflict situations are common in the workplace. It is thus important for employees, managers and supervisors to become familiar with the principles, processes, and techniques of conflict management. Conflict in a team can render a team dysfunctional, effecting productivity and job satisfaction for all in the team. It is essential that employees have the skills to embrace and resolve conflict timeously in organisations.
This course focuses on empowering learners to distinguish between different types of conflict, applying specific strategies and conflict management techniques within their context. It develops processes for follow up and conflict documentation. This course also recognises how our own attitudes and actions impact on others, sharing new and effective techniques for managing negative emotions in others and self.

Exit Level Outcomes learners will be able to:

• Developing emotional intelligence skills to manage conflict.
• Identify and describe the main sources of conflict.
• Analyse and evaluate conflict submission by affected parties.
• Distinguish different types of conflict.
• Apply appropriate strategies to manage conflict.
• Resolve conflict using appropriate techniques in the workplace.
• Develop and implement a follow up plan.
• Compile conflict resolution reports.
• Communicate effectively with an employer and employees with regards to conflict issues.

Module 1: Conflict Management in The Workplace Overview

• What is conflict?
• Definitions and types of conflict.
• The main sources of conflict.
• Key questions to assist conflict analysis.
• Conflict stages.
• Sources of conflict in organisations.

Module 2: Emotional Intelligence Skills in Conflict Management

• The role of personality in conflict management.
• The DISC personality overview.
• Conflict due to transactional analysis.
• Embracing conflict.
• Attitudes towards conflict management.
• Conflict management styles: competing, avoiding, accommodating, negotiating and collaborating.
• Finding win – win solutions.
• Listening skills – speaking chair and listening chair.
• Understanding & summarising the other’s point of view.
• Communication and Strategies for conflict management.
• Techniques for the orderly resolution of conflict.
• Conflict management tools to practice.

Module 3: Conflict Management Concepts, Analysis, Techniques and Reports

• The role of power in conflict.
• Different types of power.
• Tools of conflict analysis.
• Conflict management techniques to practice.
• Perspectives & scenarios.
• Stereotypes and prejudices.
• Strategies for resolving conflict in the office.
• Resolution of conflict.
• The mediation process.
• The role of policies and procedures in preventing or resolving disputes.
• The role of the labour relations act in preventing or resolving disputes.
• The dispute resolution process and timeframes in the labour relations act.
• Conflict resolution report writing.