Managing Conflict in the Workplace
Overview
Conflict at work is unavoidable, but it does not have to be destructive. This course helps managers and professionals understand the sources of conflict, choose the right approach, hold difficult conversations, mediate between others and build a team climate where disagreement leads to better results.
Who should attend
Managers, supervisors, HR staff, and professionals who deal with conflict at work.
Training methodology
Interactive presentations, practical exercises, case studies, group discussions, role-plays where relevant, and a personal action plan that participants apply in their own work.
Objectives
By the end of this course, participants will be able to:
- Identify the sources and stages of workplace conflict
- Choose an appropriate conflict-handling style
- Hold difficult conversations calmly and constructively
- Mediate conflicts between team members
- Prevent conflict through clear agreements and culture
Course outline
Day 1Understanding Conflict
- Sources of conflict
- Conflict escalation
- Costs of unresolved conflict
- Personal conflict style
- Self-assessment
Day 2Conflict Styles
- The five conflict styles
- Choosing the right style
- Interests versus positions
- Emotions in conflict
- Case study
Day 3Difficult Conversations
- Preparing for the conversation
- Opening and structure
- Listening and acknowledging
- Reaching agreement
- Role-play
Day 4Mediation
- When managers should mediate
- The mediation process
- Neutrality and fairness
- Handling strong emotions
- Mediation practice
Day 5Preventing Conflict
- Clear roles and agreements
- Healthy team norms
- Early warning signs
- When to escalate
- Action plan
