Managing Conflict at Work

Conflict at work is often ignored as dealing with it can be a very uncomfortable process. This inevitably results in festering negative feelings and corresponding behaviours. It is rare for this to be contained within the relationship of the concerned parties; rather spilling out and impacting on the rest of the team and ultimately the standard of the service being offered. This is, in professional terms unacceptable.
This one day course, suitable for senior staff and managers working in a variety of settings aims to help participants understand the nature of conflict, the need for resolution and strategies to manage this.
Please note that this is not a ‘team building course. A day focusing on the specific needs of a team could be provided. Please contact us for details

Learning objectives:

By the end of the course learners should understand:

• What is meant by the term ‘conflict’
• The difference between disagreement and ‘conflict’
• That ‘conflict’ may be positive in terms of exposing underlying issues
• How conflict could subtly ‘act out’
• The signals to look out for within a team and the service
• Why conflict occurs at work
• The inevitability of conflict occurring within a support service and why
• The manager’s role in creating a service wherein the potential for conflict is minimised
• Systems and structures that can assist:
        -Clarity of policies & procedures
        -Clarity of roles and responsibilities
        -Appropriate resources
        -Appropriate systems and structures
        -Quality regular Supervision
        -Regular and effective team meetings
        -Training and support
        -Creating an Assertive ‘feedback’ culture
        -Clear boundaries
• What the Manager’s responsibilities are in terms of managing conflict
• The potential outcomes if conflict is not managed?
• What policies and procedures can assist us with this
• Ways of seeing, knowing and living
• Levels of conflict
• Different perspectives on conflict: and the ability to encompass a number of perspectives
• Recognising personal hooks and challenges
• Underlying Anger
• Active Listening – moving beyond presenting situation to underlying issues and feelings
• Strategies for overcoming conflict, with reference to:
        -Mediation
        -Meta mirroring
        -Meta Questioning
        -A Transactional Analysis model
        -How assertive behaviour can resolve conflict

Training methods:

• Ice Breakers and warm-ups
• Group exercises
• Reflective work
• Small group exercises
• Tutor presentations
• OHP/PowerPoint
• Chalk & talk
• Word storm method
• Story telling
• Role play and image work

CP52/4.9