Understanding People and Conflict

Overview

Conflict is difficult to avoid in a working environment. However, through understanding how individuals feel and behave in differing circumstances, you can develop strategies and skills to turn these situations into positive experiences. It is essential that everyone in the workplace has the ability to understand, recognise and implement strategies for managing and resolving conflict.

Who will the course benefit?

This course is suitable for individuals who wish to enhance their skills in either individual or team conflict management and resolution.

Prerequisites

Delegates will be provided with pre-course reading two weeks prior to attending the course by email. The success on the course will be enhanced by close attention to the pre-reading materials. If you have not received your pre-reading material within one week of the start of your course, please contact your Account Manager.

By the end of the course you will be able to:

• recognise what motivates yourself and others
• see how you may be perceived by others
• understand how to create trust and respect in relationships
• reduce the stress caused by conflict in the work environment
• help people work together to reduce negative conflict or tension
• use a number of conflict management techniques to suit a range of situations
• promote positive relationships and outcomes through enhanced communication skills.

What will the course cover

• Strength Deployment Inventory (SDI) analysis explanation and discussion of the results.
• Adopting the appropriate behaviours when working with the various SDI profiles in your team.
• The three stages of conflict.
• Understanding what conflict looks like, sounds like, feels like for others and how to pick up the signs.
• Conflict strategies.
• Planning your behaviour - create the plan that will give you the best results.
• Transactional Analysis - the ego-state model.
• Rules of communication.
• Strategic questioning.
• Creating an action plan to resolve real-life examples.

Related training courses

• Influencing Skills
• Persuasive Negotiation Skills