Conflict Management

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“Peace is not the absence of conflict but the presence of creative alternatives for responding to conflict." - Dorothy Thompson

 

Up to 30% of a typical managers time is spent dealing with conflict (Thomas, K and Schmidt, W) and yet avoiding conflict is not only impossible but undesirable.
Some conflict is inevitable and so the effective leader needs to embrace conflict and create an environment where differences of perspective can be discussed and a win-win outcome created.
To elegantly manage conflict requires a high level of self leadership as well as excellent communication skills; for this reason we often recommend that this workshop be taken as a follow up module or additional content to another program.

Common Causes of Conflict

• Scarcity of resources (finance, equipment, facilities, etc)
• Different attitudes, values or perceptions
• Disagreements about needs, goals, priorities and interests
• Poor communication
• Poor or inadequate organisational structure
• Lack of teamwork
• Lack of clarity in roles and responsibilities

Conflict Management Workshop Content

Understanding Conflict
We explore what causes conflict and its destructive outcomes when handled poorly.
We build awareness of the levels of conflict and how it can be constructive.
The Win/Win Approach
Participants are introduced to the possibility of win/win rather than fight or flight. Through examples and exercises the find that there is something better than compromise - collaboration.
Valuing Differences
Understanding different perspectives, values and drivers equip the manager with the mind set to find common ground.

Advanced Listening
We examine listening from a non-judgment perspective and identify empathy blockers. We also rehearse how to listen when under attack.
Designing Options
Finally we look at tools for solving conflict, these include tools for clarifying the situation, for generating solutions and tools for negotiating the solution.