Conflict Management, Difficult Situations and Resolution Strategy Training 

Wherever people work together, occasional conflict is inevitable. What sets one organization apart from another is how people respond to conflict when it does arise. This course views conflict as an ever-present component of any decision-making environment. It offers tools for understanding the nature of conflict and of individual and joint decision-making processes; devising individual and group strategies that minimize the destructive consequences of conflict; and, identifying solutions satisfactory to all involved. Participants will analyze decision-making situations, understand the stakes of all involved, identify the sources of conflict and design strategies to resolve the conflict.

Training Modules

Understanding Conflict and Difficult Situations

• Defining the Nature, Types and Causes of Conflict
• Conflict vs. Competition: When one overtakes the other
• Benefits and Drawbacks of Conflict in the Workplace
• The Power of Emotional Intelligence in Conflict Situations
• Conflict-management Default Mode
• Utilizing the Circles of Concern and Influence
• Key Motivations or Drivers of Individuals and Groups

An Insight into the Psychology of Conflict

• How we compose our realities?
• A brief insight into what happens in a conflict situation
• The inner source of conflict
• Changing yourself
• Dealing with anger (yours and others)
• Choosing your battles
• When to say “No”

Advanced Interpersonal Skills for Conflict Management

• The Art to Successful Communication
• Building Rapport and the Circle of Trust Technique
• Personality Preference Assessment: Communicating with Different Personalities
• Mastering Active Listening Skills to Validate others’ Needs
• Using Powerful Questions to Gain the Right Information
• Transactional Analysis: The Power of Questions in Counselling
• Perfecting the Art of Non-verbal Language Signals
• Framing and Re-framing Issues to Facilitate Positive Outcomes

Mastering The Art of Persuasion, Influence and Negotiation

• Psychological Insights into People’s Behaviour and Attitude
• Filters and How our Perceptions can Influence our View of Others
• Determining Personal Agendas and Intentions
• Being Assertive: Techniques and Skills
• Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits
• Persuasion Techniques Incorporating Cialdini’s 6 Steps
• Achieving Synergy through the 4 Steps of Persuasion
• The Key Strategy Factors to Master the Art of Influence

The Role of Communication in Conflict Resolution

• Conflict as communication
• Paraphrasing skills
• Powerful questions
• Non-verbal and verbal communication skills
• Effective techniques for intervention strategies

Processes and Strategies to Handle Challenging or Difficult Conversations

• Main Types of Difficult / Challenging Conversations in the Workplace
• The Art of Influencing with Integrity and Personal Power
• Utilizing Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
• Structuring ‘Crucial Conversations’ to Produce Optimal Results
• Using Coaching Techniques in Conflict: Problem and Need
• Recognizing and Handling Ineffective Conflict Responses
• Dealing with Strong Emotions such as Anger and Frustration
• Defection Technique Strategies

Managing Organizational Conflict and Culture

• Understanding the Key Elements of Your Organization’s Culture
• High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
• Establishing Appropriate Organizational Values and Behaviors
• Utilizing Alternative Dispute Resolution (ADR) Strategies
• Conflict Management: Synergistic Advantage for Your Organization
• Making Your Organization a Desirable Place to Work

Practicalities – The How To’s

• Steps to clarify a conflict
• Conflict styles and outcomes
• Communication is key to conflict resolution
• Reflective listening
• Best Practices on conflict resolution

Tips for Futuristic Planning

• How to take the anguish out of grievance and the dysfunction out of regulation
• The TCM Resolution Framework
• An overview of the resolution spectrum and the resolution index (RI)
• How to incorporate conflict-resolution into your recovery plan and people-management strategy? 

Way forward After the Training

Participants will develop a work plan through the help of facilitators that stipulates application of skills acquired in improving their organizations. ASPM will monitor implementation progress after the training.

Training Evaluation:

Participants will undertake a simple assessment before the training to gauge knowledge and skills and another assessment will be done after the training in-order to demonstrate knowledge gained through the training.