Raise Your Awareness of Conflict
- Why is conflict on the increase?
- Identifying the four most common sources and levels of conflict
- Explore the belief/behaviour cycle that can underpin conflict
Understanding Conflict Situations
- Master your own emotions in a conflict situation
- How to analyse the conflict so it is clear and easy to understand
- Emphasise what you agree on and what you do not agree on
The Power of Open and Honest Communications when Conflict Arises
- The key interpersonal skills for resolving conflict
- Listen without judgment and ask focused questions
- Simple ideas for resolving conflict
- Understand the impact of body language
Techniques and Tactics for Managing Conflict
- Employ a systematic approach to solve conflicts
- The five key conflict handling strategies
- Follow a positive strategy for conflict resolution
- Emphasise a win/win strategy
How to Manage Conflict Escalation
- The impact of aggressive behaviour
- Dealing with aggressive and negative behaviour
- Responding to personal criticism and entrenched behaviour
- Non-threatening ways to highlight the consequences of escalation
Application Planning
- Develop an action plan to apply in your workplace
