Disputes are inevitable when different individuals work for a common goal in the organization. However if a conflict is not managed well, it can prove detrimental to the company’s progress, cause a loss in relationships and strike heavily against productivity. This course gives you a comprehensive understanding on conflict management and resolution in order to promote harmony amongst co-workers.
For each module, participants will get two evaluation sheets: one which they fill out before the module begins, based on only their experience and understanding.
Post explanation of each module, the second evaluation sheet will be filled by the participants based on the new knowledge and skills learnt in the training.
A)Identify the Conflict
-Understand the Focus of Conflict
There are different reasons to arguments, debates and disputes. Understanding the issue in depth is vital to discover the resolution for the same.
-Confidence to Resolve Conflict
One has to believe in a conflict and have confidence over managing it within the group.
Understand the use of words and it’s different effects on the emotional state of self and the team.
-Open the Channel of Communication
Conveying the core problem to the people involved is a key to appropriately responding to a situation of conflict.
-Negotiation of Solution
There are multiple facets to a solution, which need to be negotiated and unanimously agreed upon.
C)Build The Bridge
-Conflict to Constructive Conversation
Not every conflict is a bane, some can lead to creative solutions and instill a sense of collaboration amongst the employees.
-Apply the Conflict Resolution Strategies
Learn from applied strategies to promote conflict resolution at all levels in the organization.
-Sow the Seeds of Harmony
Only eliminating the conflict is not important; it has to be replaced with the feeling of belonging and harmony in a team.
D)Root It Out
-Assertiveness v/s Authority
The use of authority is best avoided in an already heated circumstance. Yet it is important that the leader communicates with confidence and assertiveness, a solution that works well for the company as well as the people involved.
-Avoid Aggression, Escalation or even Submission
Look out for patterns that suggest a cycle of escalation of the conflict as it is best managed well at a grass-root level. Break the chain of aggression with the use of assertiveness and empower the situations where submission is looming. Each of the three contributes to long-term stress in the workplace.
-The evaluation sheet at the end of each module will actually be a building block that will culminate into a blueprint/ plan to apply in the real-life scenario for conflict management.
-The segregation of conflict, emotional response and practical strategy is a win-win approach, which will be demonstrated using case studies.
-There’s a section of reflection at the end of each topic where the participants can write free-hand about their struggles and will be given a chance to share during the interventions.
-Customer Service Executives
-Learning people’s skills ensure that the team leaders use
the best practices to deal with employees on the work floor.
-Conflict resolution creates an environment conducive to
growth for the employees. A satisfied employee replicate the same behavior in
the external environment of the company i.e. stakeholders, clients, customers
-Conflict resolution training is a blessing in disguise –
as each conflict successfully managed builds the foundation of employee loyalty
and client trust in the organization.
Certificate will be awarded on submission of individual evaluation sheets, along with successful participation in role-plays and activities.
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