Conflict resolution is a way for two or more parties to find a peaceful solution to a disagreement among them. The disagreement may be personal, financial, political, or emotional. When a dispute arises, often the best course of action is negotiation to resolve the disagreement.
The goals of negotiation are:
- To produce a solution that all parties can agree to
- To work as quickly as possible to find this solution
- To improve, not hurt, the relationship between the groups in conflict
Duration of Course
24 hours
Who will Benefit from this Course
Managers
Supervisors
Team Leaders
Course Outline
Introduction
- The key components of conflict
- Recognising the different stages in an escalating conflict
- When to expect to achieve resolution to a conflict
- Recognising situations where conflict may be about to occur
Emotional Intelligence
- What is Emotional Intelligence?
- How can Emotional Intelligence be used in situations of conflict
Employing your Emotional Intelligence
- Self-awareness of personal emotions, triggers and default behaviours.
- Self-management of personal emotions, triggers and default behaviours.
- Observation and awareness of the other parties behaviours and needs in moments of conflict.
Verbal and non-verbal communication
- Understanding and using body language to influence conflict resolution
- Using your tone and voice to influence conflict resolution
- Understanding how different body language and verbal interaction can prevent and de-escalate conflict
- Understanding your preferred conflict management style
Dealing with a conflict
- Identifying specific cause(s) of a conflict
- Stating individuals wants
- Suggesting and proposing solutions
- Using consequences
- De-escalating a conflict situation
- Managing solutions without loss of integrity
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