Overview

Conflict is inevitable. Recognising and managing conflict well is fundamental to the healthy functioning of work relationships, team and organisational performance. This module looks at understanding conflict and the important skills and knowledge that a manager needs to resolve conflict situations in the workplace.

Objectives

By the end of the course, trainees will be able to:

• Understand the meaning of conflict at work
• Be aware of who can be involved in the conflict
• Know what the signs and symptoms of conflict in the workplace
• Understand potential causes of conflict in the workplace
• Adopt a systematic approach to managing conflict
• Consider ways of preventing future conflict

Topics

• Types of conflict
• Signs of conflict
• Responses to conflict
• People and processes
• Conflict resolution skills
• Causes of conflict
• Approach to conflict resolution
• Preferred conflict style
• Dealing with conflict
• Resolving conflict