Preventing and Solving Conflicts Constructively: Conflict management and resolution

Diagnosis

• Types of conflict.
• Causes of conflict.
• Stages of conflict development.
• Conflict management

Conflict management styles and strategies - Assessment exercise

Conflict resolution and Problem-solving

• Tension management.
• Dimensions of conflict analysis.
• Positions-Interests, Win-Win.

Building dialogue

• Communication techniques (active listening, questioning).
• Non-violent communication.
• Psychological factors (cognitive biases, assumptions).

Managing challenging conversations

• Structuring a conversation.
• Giving and receiving feedback.
• Empathy & Assertiveness.

Engaging with ‘difficult people’

• Dealing with an angry person.
• Handling emotions.
• Conversation techniques.

Case studies

• Analysing participants’ real cases.
• Feedback and advice.

Conflict management systems and third party roles

You will be able to

• develop your own positive attitude to conflict.
• develop your individual conflict management and communication style.
• develop a negotiated approach to solution-oriented improvements whenever conflict occurs.
• help your team address and overcome conflict and foster relationships within your team.
• develop an empathetic communication style within your team.
• increase the motivation, communication, and performance of your team.
• increase cultural awareness and skills required to work in and with international teams.
• become more sensitive to value system, cultural and traditional differences.
• improve your ability to recognize potential conflict before it arises.

Group and/or team leaders and managers, project owners, executives or team members working with/in international teams that use English as their means of communication. You are interested in getting practical advice on how to resolve conflict effectively.