Conflict is often defined as a fight or a struggle and as a result seen as something we should avoid. Certainly, when it is badly handled it can result in very negative results for an organisation. However, at its root, conflict is basically a difference of opinion and if we can address, explore and resolve that difference in a constructive way then the very thing we want to avoid can be the basis for a stronger, more effective working relationships. Well-handled conflict builds better understanding, greater trust and as a result, potentially better productivity. This course will enable participants to develop an understanding of the factors that contribute to conflict and the skills to respond to conflict in the most appropriate way to enable a positive outcome.

Course content to include…

  • Defining conflict
  • The causes of conflict and the key implications of individual perceptions creating misunderstanding
  • Recognising the benefits of well resolved conflict
  • Individual and alternative responses to conflict
  • 2 different types of conflict & where they come from
  • Using cognitive conflict to develop better ways of working
  • Breaking down real-world conflict examples
  • Thomas/Kilmann Conflict Model – the pros & cons of the 5 styles
  • Self-Assessment & identifying default conflict management styles
  • The AGREE model – a conversational conflict resolution model
  • How to effectively acknowledge conflict statements
  • Affective conflict & the Chimp Paradox
  • Dealing with emotional hijacking in self & others
  • Setting ground rules for simple & complex conflict conversations
  • Listening and questioning skills to use in exploring the reasons behind the conflict
  • How to build empathy and acknowledge other’s points of view
  • Using a conversational reframing model to find common ground & gain agreement
  • Reframe This! activity
  • Exploring options to resolve conflict
  • Evaluating best next steps & ways forward
  • Resolving conflict using AGREE activity

By the end of the course learners will be able to…

  • Define conflict & the two main types
  • Understand management conflict styles & when to use them
  • Use the AGREE model to conduct a conflict conversation

“The realisation that conflict can be good and useful was quite the eye-opener.”