Conflict Resolution

‘…. What you bring forth out of yourself from the inside will save you. What you do not bring forth out of yourself from the inside will destroy you....' Gospel of (St.)Thomas

In today’s challenging business climate, it takes much more than professional expertise and contacts to be successful. - Understanding people and getting their co-operation is crucial. While conflict is often inevitable it is possible to use skills to minimise damage and to resolve conflict.

In this programme participants will get the skills they need to get people to work with them instead of against them.

Objectives

To enable participants to:

to understand what motivates co-operation
to learn strategies that influence others to accept ideas
to acquire skills that turn negative resistance into positive response
to understand the effectiveness and appropriateness a variety of conflict resolution styles
to learn the process of constructive conflict resolution
to learn strategies to respond effectively to people in challenging circumstances

Getting Others to Listen

A framework of verbal and non-verbal skills is established to improve communication and respect.

Gaining Co-operation

The previous process is taken a stage further for participants by enabling them to learn and use effective skills to avoid conflict and elicit greater co-operation.

The Management of Constructive and Destructive Conflict

Participants gain a knowledge and skill base in:

knowing the causes of conflict
resolving four types of conflict
developing appropriate attitudes
preventing ‘dirty-fighting’ techniques

Mastering Conflict Resolution Styles

Participants learn different behavioural styles and know when to use them.

Implementing Positive Skills

Participants are given strategies to be assertive without aggressive overtones and are shown how to use negotiating skills to create ‘win-win’ outcomes.

Responding to Difficult People

Participants learn how to deal effectively with challenging situations by:

identifying signs of resistance
keeping emotions in check
handling criticism, rejection and anger
responding to manipulation