Managing Conflict & Handling Difficult Situations

In most conflicts, neither party is right or wrong. Instead, different perceptions and styles collide to create disagreement. Conflict can be positive if dealt with openly and in a spirit of constructive communication. When handled well, conflict management can lead to increases in motivation, creativity, and performance. You cannot control how other people see, experience and handle conflict but you can control how you see, experience and handle it. By modelling constructive conflict behaviours and attitudes, managers and team members can create a positive work environment where dealing with difficult situations becomes easier.

Benefits

• Recognise conflict as an asset not a liability
• Identify a process for constructively managing conflict
• Diagnose conflict situations to identify causes and likely impact
• Identify your dominant conflict management style and learn the benefits of ‘shifting’ style
• Manage difficult conversations to achieve positive results

Audience

This programme is intended for any individual who encounters conflict in the workplace.

Some key topics

• Introduction
• Exploring Conflict
• Diagnosing Conflict
• Strategising
• Solving Conflict Constructively
• Taking One Small Step
• Action Planning

Methods

The Managing Conflict and Handling Difficult Situations programme is highly interactive, with methods used including case-study analysis, simulated role play situations, and sharing of best practices.

The programme is available as a 1 day classroom programme or a virtual classroom session consisting of four 2.5 hour sessions spread over two days.  Other classroom or virtual classroom delivery formats can be arranged according to your specific needs.  As pre-class preparation attendees will be required to complete a brief (half-page) written description of a current or likely conflict scenario that can be used for analysis during the class. They will also complete a conflict management style assessment using the Thomas-Kilmann instrument. For further information or to book a session please contact us at enquiries@tmaworld.com.