Conflict Resolution

• Managers who have a responsibility to create a positive and productive work environment and team and therefore have to deal with conflict
• All managers who would benefit from learning about why conflict happens and who want to develop the skills to effectively manage and resolve conflict

Course objectives

• To develop an understanding about why conflict occurs within organisations and between people
• To explore the different conflict resolution options, which range from informal and consensual to formal and adversarial
• To understand the role of the discipline and grievance policies in resolving organisational conflict
• To identify the features and benefits of mediation as a conflict resolution tool and the key meditation skills
• To develop the conflict management skills needed to resolve conflict

Course content

Conflict

• Defining conflict, conflict management, conflict resolution, organisational conflict and relationship conflict
• Individual values and belief systems
• Why conflict happens, the organisation’s culture and change management programmes
• Conflict management styles and the role of line managers
• Direct and indirect costs of conflict
• Acknowledging the positive aspects of conflict

Grievance and discipline policies

• The range of conflict resolution models
• The legal context including the employment tribunals
• Using the discipline and grievance policies
• Conflict due to misconduct, poor performance or poor attendance
• Conflict due to an employee raising a complaint or concern
• The line manager and conflict resolution

Mediation

• The conflict resolution model
• Defining mediation and the stages, features and skills
• Practicing the skills of mediation
• When it is appropriate, and not appropriate to use mediation
• Identifying the benefits of using mediation

Conflict management skills

• Identifying why conflict can occur between colleagues and teams
• Developing the interpersonal and communication skills to prevent, manage and resolve conflict
• Managing conflict in meetings
• Managing conflict in conversations

Communication and action planning

• The organisation’s communication strategy and conflict resolution
• The organisation’s culture and people management policies and conflict resolution
• Building mediation into your organisation
• Developing further skills