A one-day workshop (virtual or classroom)
Conflict is a natural part of life, and constructive conflict is the driving force behind change and improvement. However, whether a conflict becomes destructive or constructive depends on us – self-awareness and practical knowledge are essential.
As a leader, conflict management and resolution is a core competence, essential for organisations and teams to be able to grow and advance.
Specific topics covered in this programme can be delivered on their own in other formats, eg, as a ½ day session, or as a 1- or 2-hour bite-sized session.
Learning Objectives
- Understand the nature of conflict in their workplace
- Understand their reactions to conflict and how the brain works
- Have an insight into their conflict management styles
- Be able to apply the Positions-Interests-Needs model to understanding and managing conflict
- Have practised skills to become more effective in their role
Workshop information
Workshop outline
1. Introduction
- Workshop objectives and benefits from attending
- Participants’ experience and objectives
2. Overview of conflict
- Conflict in organisations and teams and how it escalates
- Conflict ripples
3. Conflict in depth
- Neurobiology and conflict: reaction and response
- Conflict management styles: the Thomas-Kilmann instrument
4. Needs and emotions and conflict
- The PIN model: Positions-Interests-Needs
- Acknowledging emotions, listening for needs
5. Key skills
- Listening for facts, feelings, needs and assumptions
- Reflecting and summarising
- Powerful questioning
- Empathic listening
- Assertive communication with I statements
6. Application and review of the day
- So, what do you need to deal with conflict successfully?
- Diffusing a reaction
- Action planning
- Review and close
