This course is provided by Wintrac.
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Professional Soft
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Overview
In today’s challenging work environment, individuals are encouraged to take responsibility and make individual contributions. Projects are often undertaken by cross-functional and multi-functional teams which afford many opportunities for creativity. However, there are also many occasions when disagreement and conflict cause frustration and reduce productivity. This workshop identifies situations in which conflict may occur and suggests techniques for handling confrontation and conflict. It also provides exercises for establishing and reinforcing those techniques.
Prerequisites
Participation in Communication Skills and Negotiating Skills workshops is helpful.
Audience
Persons in jobs or roles in which managing conflict and disagreement is important.
Maximum number of participants: 12
Course duration
2 Days
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities. Overhead projector, flip charts.
Format
Objectives
After this course a student should be able to
- Explain the increase in workplace conflict and what forces are driving this increase
- Explain the motivation for managing conflict in the workplace
- Explain and compare disagreement and conflict
- Analyze personal styles and their implications for conflict management
- Apply effective techniques to managing conflict.
- Apply effective communication and negotiating techniques to conflict management
- Explain how to manage difficult individuals within the context of conflict
Course outline
- Introduction
- Drivers for Confrontation in the Workplace
- Disagreement and conflict
- Changes in the workplace
- Motivation for Managing Conflict
- Organizational styles and culture
- Why and when people disagree at work
- Levels of Disagreement
- Leveraging disagreement
- Constructive and creative discussion
- Techniques for analyzing causes and sources of disagreement
- Achieving consensus
- Recognizing Personal Style
- Personal styles of handling disagreement
- Personal styles of handling conflict
- Effective Communication and Negotiation
- Verbal and non-verbal communication
- Win-win negotiation techniques
- Conflict
- Techniques for managing conflict
- Critical and non-critical issues
- Stakeholders
- Sources of disagreement and dissension
- Handling Confrontations
- Difficult situations and personalities
- Techniques for managing difficult people
- Conclusion
