Conflict Resolution
Course Overview
Our Conflict Resolution skills training program helps participants develop their ability to manage conflicts and Crisis situations with competence and self-confidence. Explore causes of conflict, underlying motivations and specific communication techniques as well as practical steps to resolve conflict. Focus on different problem-solving methods and strategies to deal with conflict between different departments in the workplace.
Also to identify sources of workplace conflict, and Conflict Resolution skills course 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.
Goal of Course:
The conflict management training program introduces a model for managing differences that include unique approaches for effectively handling conflicts at the workplace. Participants evaluate various conflict maangement strategies and determine which approach will be most successful in dealing with and resolving the conflicts they personally encounter. Working through simulations and conflict resolution exercises, they learn better ways to handle conflict at workplace 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 behavior 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 methods and techniques into practice.
This conflict resolution skills training program will identify a range of conflict resolution strategies 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.
Duration:
2 Days
Language:
English
Training Objectives
- Learn Skills for Crises Management and Conflict Resolution.
- Understand how to adopt Strategies for for Effective Handling of the conflicts and crisis and use in your respective organisations.
- Learn recognition of conflict as an indicator to allow early identification of problems
- Identify a range of conflict resolution methods, approaches, strategies, and skills for work with individuals, families, organizations, communities, and social policy.
- Understand the principles of negotiation, mediation, and advocacy in order to promote health and social well-being for clients, as well as broader social change.
- Select and apply negotiation, mediation, and advocacy skills in a variety of social work contexts
- Avoid all the expense, perils and emotional turmoil of a badly managed conflict situation.
- Understand diversity and differences
- Understand strategies to avoid escalation
- Understanding the on-going emerging workplace conflicts
promotion of a proactive response to problems and conflict - Explore different ways to handle aggression, assertion and passive behavior
- Explore the use of assertiveness, active listening, communication, and body language.
- Handling volatile and political situations
Module Outlines
Module 1: Introduction to Decision-making Theory and Social Conflict Theory
- The Roles of Conflict Resolution in Social Practice
- The range of conflict resolution approaches advocacy, negotiation, mediation, third party decision makers, investigation, state enforcement, and social control.
- Negotiation, Mediation, and Advocacy between Groups
- Social Policy: Effecting positive change
- Coalitions
- Conflict in a Multicultural/Pluralistic Society
- Identity-based Conflict
Module 2: Limits of Negotiation, Mediation, and Advocacy
- Values and Ethical Issues: safety, fairness, responsibility
- Power Imbalances
- When different types of approaches may be preferable
Module 3: Approaches, Skills, and Strategies in Practice
- Power-based, Rights-based, Interest-based, Identity-based, Feminist-informed, Therapeutic, and Transformative Models
- Language and Techniques of Conflict Resolution
- Styles of dealing with Conflict
- Stages of various models of Conflict Resolution
- Pre-empting and Reframing
- Developing an Environment conducive to Conflict Management
- Conflicts Examples: Real life situations where to learn by true examples.
Module 4: Define the meaning and avoiding miscommunication
- Managing conflict based on poor communication
- Managing conflict based on poor behaviour.
- Fair / unfair business encounters
- Addressing and dealing with an attitude problem.
- How to communicate with unprofessional work behavior.
- Addressing highly sensitive work issues
Module 5: Crisis Management Foundation
- Mental Foundation
- Creating a Safe and Caring Work Environment
- When the Storm Hits
- Essential crisis management strategies
- Making instant changes
- Creating a Plan
- Executing the Plan
- Lessons Learned
- Crisis Simulation Exercise: present a realistic simulation of a crisis in the workplace. Participants take active roles to manage and recover from the events
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays ,in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Conflict Resolution program is as explained in the below stages:
Stage 1: Designing the Training Event
During this stage, L2S will be assessing the learning needs of the determined objectives. Simultaneously consider practicality. In addition, L2S will consider the group’s learning style in order to identify which style of learning is most suitable. During this stage L2S as well will capture real problematic incidents reflecting on the real work environment.
Stage 2: During the training
The course design is based on interactive facilitation, training games, training videos, role-plays, group discussions, group brainstorming sessions.
Activities Brief
Stonehenge:
An interactive game that works on the basis of negotiating a task and objectives. Too many things at the stake and would your team be able to resolve all the conflicts
Sinking Ship:
The sinking ship is a highly interactive game that allows the group to experience value-based discussions. Once completing this activity delegates will be able to know that successful communication needs objectivity. Duration 60 mins. Introduced in Module #4
It’s In The Envelope:
The purpose of this training activity is to solve a problem as a team. Participants then work in small groups to resolve various conflicts that might pop-up from the envelope. Can they overcome these pop-ups? Would they be able to reach an objective resolution and face their conflicts? Let us see how they will do it. Duration: 90 minutes
When Conflict Happens:
An interactive Learning experience that focuses on the major conflict type and resolutions needed to be followed by workshops and team discussions.
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