Conflict Management


In the “storming” part of the life of a team, Conflicts can take place between:

  • The leader and individual team members;
  • The leader and the whole team.
  • individual team members.

These conflicts can be emotional, factual, constructive, destructive, argumentive, open, or suppressed, try to resolve any disputes among team members by replacing emotive approaches to a problem with rational, open minded ones.

Course Objective

  • To Understand the main sources of conflict
  • Analyze and understand the nature of conflicts
  • Describing appropriate techniques to manage conflict
  • Implementing skills and strategies to manage and resolve conflict
  • Develop the confidence to tackle conflict effectively
  • Developing the attributes of a good conflict leader
  • Handling customer complaints

Course Content

  • Manage conflicts more rationally: less emotionally.
  • Prevent conflicts caused by misunderstandings, by giving clear instructions that cannot be misunderstood.
  • Avoid unnecessary conflicts caused by the misuse of humor, gossip, and sarcasm.
  • Stop conflicts escalating into an emotional outburst or bloodletting.
  • Distinguish between making a “legitimate criticism” and a “negative insult”.
  • Word your message to make it more factual, less opinionated.
  • Avoid conflicts caused by giving negative instructions and how to give only positive instructions.
  • Distinguish between “a reason” and “an excuse” for not doing something.
  • Know when to compromise, and when to stand firm.
  • Manage your body language and voice tones during a conflict.
  • Arrive at a mutually agreeable solution.
  • Use praise and appreciation to your advantage.

Who Will Benefit From The Course?

  • Management

The Training Methodology

  • Participatory (Group Discussions, Games, Case   Studies)
  • Experiential (Film-based sessions, group activities)
  • Cognitive (sessions using Psychology, Philosophy, Neuroscience & Popular Culture

Duration: 1 Man Day