Effective Conflict Management Techniques In Promoting Workplace Harmony

 Objective

Upon completion of this program, participants will be able to:

• Define conflict.
• Identify assumptions of conflict.
• Explain the escalation of disagreement into conflict.
• Recognize the five styles of conflict resolution and the benefits and pitfalls of each style.
• Understand your preferred style of conflict resolution.
• Apply the six steps to collaborative conflict resolution.
• Apply techniques to managing emotions during conflict.
• Discuss the effect that power has on conflict resolution.
• Implement a strategy for continuous conflict management.

Who Should Attend

This program is a must buy-in for all employees working in an organization where conflict may occur or where stressful client relations may be encountered. It is however, primarily aimed at managers, and team leaders who will have to intervene and rectify or adjudicate in conflict situations.

Methodology

This program will be using problem based learning techniques which involves active class participation with lots of challenging real life cases, role plays, games and exercises.

Module

• UNDERSTANDING CONFLICT UNDER BUSINESS CONTEXT
  • Conflict Between Business Objectives
  • Conflict Between Profit And Customer Expectations
  • Conflict Between Quality And Quantity
  • Conflict Between Efficiency And Effectiveness
• TYPES AND AREAS OF CONFLICT
  • Conflict With Self –
    • Cognitive Dissonance (Behavior Conflict With Believes)
    • Cognitive Behavior (Conflict Between Positive And Negative Self-Talk)
    • Emotional Conflict (Conflict Between Rational And Emotions)
  • Conflict With Colleagues
  • Conflict With Bosses
  • Conflict With Sub-Ordinates

Class Activity: Role Play On Emotional Conflict

• AREAS OF CONFLICT
  • Administrative Works
  • Bureaucracy
  • Conflict With Work Itself
  • Conflict With Work Procedures
  • Interdepartmental Conflicts
  • Conflict With Organization

Class Activity: Brain Storming Session: Most Frequent Occurring Conflict

• IDENTIFYING CONFLICT STAGES
  • Three Stages Of Conflict
  • Everyday Concerns And Disputes
  • Supporting Policies That Reduces All Stages Of Conflicts

Class Activity: Developing Customized Policies To Deal With Common Conflicts

• HOW CONFLICT ESCALATES?
  • Small Problems That Leads To Big Problems
  • Work Routine That Create Room For Conflict Escalation
  • Personal Mood And Harsh Words

Class Activity: Misconduct Cases On Conflicts (EA 1955)

• STYLES OF CONFLICT MANAGEMENT
  • Competing
  • Avoiding
  • Collaborating
  • Accommodating
  • Compromising

Class Activity: Case Analysis: Hindering Factors To Apply Conflict Management

• EFFECTIVE METHODS OF RESOLVING CONFLICT
  • Information Centered Discussions
  • Establishing Sops For Repeated Problems That Causes Conflict
  • Develop Conflict Management Procedures
  • Emotional Management – Expression Of Facts With Managed Emotions
  • Dealing With The Negative Self-Talk
  • Seek Win-Win Solutions Through Effective Negotiation Skills
  • Seek Third Party Intervention (Why, Who, When, Where, How)
  • Focus On Solutions And Mistakes
  • Apply The Language And Behavior Profile (LAB) Methods To Communicate.

Class Activity: Video On Organizational Conflict: “No To Yes”

• EMBRACING ORGANIZATIONAL CHANGE WHILE PREVENTING CONFLICT
  • The Impact Of Change
  • The Transition Curve
  • Lewin’s Methods Of Changes
    • Developing And Promoting A Changing Culture
    • Measuring The Success Of Change

Class Activity: Mind Mapping: Conflict Management Plans

• MANAGING STRESS THAT CAUSES CONFLICT
  • Prioritizing Work
  • Managing Time Effectively By Applying Critical Path Analysis
  • Saying No Assertively
  • Delegation And Conflict

Class Activity: Game Of Trust In Resolving Organizational Conflict