Conflict Management

Aimed at members of management, supervisors and team leaders, this course provides the skills, abilities, knowledge and confidence to effectively manage and turn around conflict situations in the workplace, in a clear, assertive and constructive manner.

Owners, Managers, Supervisors, Team Leaders and Senior members of businesses of any size in any sector who wish to learn the best way to manage conflict in the workplace.

The objective of this course is to  strengthen the learning, understanding and business outcomes, including effectiveness or performance in an organizational setting.

The Programme can be delivered using a mix of methods which have been tried and tested by the delivery team over the past ten years. These include:
1. Delivery via Zoom or another suitable platform. Optimum Results Ltd has developed the capability to deliver highly effective training interventions and have been able to use the full functionality of Zoom/ Microsoft Teams to enhance the experience for Participants. Confidentiality can be maintained using individual Breakout Rooms where Participants can talk on a one-to-one basis with the Trainer as required
2. On-site Delivery at your business premises or at our state-of-the-art training rooms

This 3 X Half Day, Online ‘Interactive Webinar Workshop’ programme is a sample of the Conflict Resolution and Conflict Management training programmes delivered by Optimum Results. Having consulted with the client, additional elements may be required to address specific issues or challenges.

Module 1:

– Discussion / Exploration to ensure understanding of Training Needs and Programme Objectives (Including examples of work-related challenges and new skills required)

The 5 step ‘Thomas-Kilmann Model’ for Conflict Resolution:

1. Avoiding
2. Accommodating
3. Compromising
4. Competing
5. Collaborating

– The benefits and outcomes of correct management of conflict
– Workbook / Notes for next session

Module 2:

– Exploration of Peoples behaviour & attitudes (Thomas- Kilmann)
– Keeping the process positive & constructive
– The Rules “Interest-Based Relational (IBR) Approach”.
– Make sure that good relationships are the priority
– Keep people and problems separate
– Pay attention to the interests that are being presented
– Listen first; talk second
– Set out and Agree the “Facts”
– Explore options together
– Discussion / Exploration of relevance and context.
– Workbook / Notes for next session

Module 3:

– Discussion / Exploration: ‘Managing Self’
– Dealing with Stress / Where we have control
– Aligning the thinking and emotional brain for best performance
– Building clarity around the situation
– Key skills required when having a difficult conversation
– 7 Red Flags in conversation
– 7 Green Flags in conversation
– Workbook / Notes for next session
– Implementation of Learning / Next Steps