Best Practices in Conflict Resolution and Adaptability.

Course Outlines:

Module One:

Workplace conflict

• Definitions and types
• Scope of conflict
  • General conflict
  • Workplace conflict
• Why does conflict occur?
• Dynamics of conflict
• Effects of workplace conflict
  • Positive outcomes
  • Negative results
• Life cycle of a conflict
• Conflict and collaborative work connection

Module Two:

Types of workplace conflicts

• Interdependence/task-based conflicts
• Leadership conflicts
• Cultural-based conflicts
• Work styles conflicts
• Personality conflicts
• Reasons for conflict
  

Module Three: 

Manager’s role in resolving conflicts

• Recognizing conflict
• The manager as a facilitator
• conflict management skills
• recognizing correct timing for resolution
• Complaints by your staff
• Angry customer causing a conflict
• Conflict with the boss
• Conflict in groups
• Ethical leadership in conflict

Module Four:

Action plan for resolving conflicts

• Constructive versus destructive
• Constructive conflict management
• Agreement frame
• Conflict handling behaviour
• Perception and observation
• Psychology of conflict resolution
• Overview of anger management
• Mediation and arbitration
• Emotional intelligence and conflict management
  

Module Five:

Adaptability and conflict resolution in a changing environment

• Definition of adaptability
• Why do we resist change?
• Controllable and uncontrollable influences
• Adaptive mindset
• Identify styles of adaptability
• Theories of adaptation and conflict management