Managing Conflict

Course Overview
To develop knowledge and understanding of conflict management and supporting individuals as required by a practicing or potential first line manager :

• Know how to resolve conflict in the workplace

Assessment Criteria

• Identify causes of conflict at work
• Describe the stages in the development of conflict
• Explain the effects of conflict on individual and team performance at work
• Explain any recognized technique a manager could use to minimize and resolve conflict in the workplace
• Describe how a manager could create harmony at work and engender a positive atmosphere in order to minimize the adverse effects of conflict
 

International Curriculum

Unit 3.14 - Validated by ILM, the Institute of Leadership & Management.

Course Outline

What Is Conflict?

Activity 1

Activity 2

Managing Conflict

The Need to Know Yourself
Submissive Behaviors
Assertive Behaviors
Aggressive Behaviors
Activity 3

WORKBOOK: Causes of Conflict in Teams

What is ‘conflict’?
Case Study
What causes conflict?
Exercise
The effect of conflict
Case Study
Conflict has to be dealt with
Comprehension Check
Making Connections
Think & Apply

Assertiveness

Why Use Assertiveness?
How to be Assertive
Activity 4

You Have the Right to Be Assertive

The Levels Of Conflict

- Hiccups & Clashes
CUDSA : A Five-Step Framework for Managing Conflict
- Step 1: Confront the Conflict
- Step 2: Understand Each Other’s Position
- Step 3: Define the Problem (s)
- Step 4: Search For and Evaluate Alternative Solutions
- Step 5: Agree Upon and Implement the Best Solution (s)
- CUDSA Summary
Crises
Conclusion

Turning Conflict To Your Advantage

12 Rules to Help You Conquer Life's Daily Battles

Common Problems

Dealing with Someone Unwilling to Negotiate
Addressing Power Imbalances
Managing Impasse
Multi-party Disputes
 

Know Yourself
Clarify Personal Needs Threatened by the Dispute
Consequences of Not Resolving the Conflict
Ground rules
Activity 5

Identify a Safe Place for Negotiation
Take a Listening Stance into the Interaction
Assert Your Needs Clearly and Specifically
Approach Problem Solving with Flexibility
Manage Impasse
Build an Agreement that Works

WORKBOOK: Resolving Team Conflicts

Identify goals
Work towards agreement
Case Study
Exercise
When conflict can’t be resolved through compromise
Exercise
Assert yourself
Comprehension Check
Making Connections
Think & Apply

Activity 6

Activity 7

Activity 8

Conclusion