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Managing Conflict

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Course Synopsis

It is vital to promote the overall physical, psychological and social well-being in the workplace. Conflicts are inherent in business environment and in team function. Conflicts among the interdisciplinary teams are natural and inevitable. Studies show that conflicts can have a detrimental effect on personal and team performance unless it is managed well. Learning to manage conflict is then an essential tool that every staff should learn to use effectively.

Typical Course Outline

Defining Conflict

  • Types of conflict
  • Personal and internal conflict
  • Interpersonal conflict
  • Conflict – is it positive or negative?
  • Stages of conflict development
  • Discomfort through incidents to Crisis

Causes of Conflict

  • Personal Factors
  • Communication
  • Perception
  • Behavioural Differences
  • Structural Factors in the workplace
  • Cultural Factors

Develop strategies in resolving conflict

Informal Mediation Strategy

  • Mediator’s role and responsibilities
  • Effective approaches to mediation
  • Rules, guidelines, and techniques
  • Follow up and credibility

Formal Mediation Strategy

  • Addressing unproductive behaviour
  • Dealing with emotional people
  • Responding to harassment and discrimination

Fostering Workplace Harmony

  • Motivating and empowering employees
  • Navigating workplace politics
  • Staying in touch with employees
  • Offering constructive criticism
  • Establishing standards for personal accountability

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