Conflict Management



This workshop is focused on helping participants gain a better understanding of conflict and how to constructively deal with conflicts.  For leaders undertaking this workshop, there is also a focus on managing conflicts within a team.

Learning outcomes

In this workshop, participants will learn about:

What conflict is and why it occurs
  • What conflict is / what conflict isn’t
  • The types of conflict (task conflict and relationship conflict)
  • Levels of conflict intensity.
Managing interpersonal conflict
  • The different conflict styles and how and when to use them
  • Emotions during conflict and strategies for them
  • The difference between assertiveness and aggressiveness
  • Techniques for being appropriately assertive, including:
    • Assertive statements
    • Avoiding blame using “I” statements
    • Non-verbal assertiveness
  • Active listening and how to using active listening can help to de-escalate emotionally charged situations.
Managing team conflicts
  • Pre-emptive conflict management techniques, including:
    • Reducing the common causes of conflict
    • Facilitating better conflict management behaviour within a team
    • Mediating team conflicts.

full day (8 hours)

half day (5 hours)

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