Confrontation and Conflict Management Workshop

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

Critical success factors