Course Description

COURSE OVERVIEW

Conflict is a natural feature of human communication. We often see conflict as negative, and it is true because conflict that is not handled well can have a devastating impact on staff morale and productivity, as well as customer-relations. However when conflict is managed well, it can lead to increased creativity and enthusiasm amongst workers.

This course is of immense practical value to you if you work with other people, whether colleagues or customers. Participants will learn how to identify conflict, and understand the different types of conflict that occur at work. Participants will also discover what their preferred conflict management style is, and the situations where it is most suitable. This definitive training course builds the business case to effectively manage workplace conflict while also establishing the key process to define a harmonious and inclusive positive workplace culture via global benchmarks and best practices.

COURSE OBJECTIVE

At the end of this programme, Participants will be able to:

• Manage conflict situations proactively
• Leverage potential conflict situations as opportunities for critical conversations that enhance work relationships
• Identify and explore practical, easy-to-implement strategies to support a more harmonious and balanced workplace
• Develop a positive and inclusive workplace culture
• Develop a sustainable Action plan to ensure continued success
• Describe recognizing and responding to conflict.
• Identify strategies for resolving conflicts.
• Describe confrontation and the best approaches to it.
• Identify personal conflict styles.
• Summarize methods for coping with accusations in the workplace.
• Describe the best methods for managing conflict.
• Summarize manager to manager conflict issues and approaches.
• Recognize when conflict cannot be resolved.
• Summarize methods for preventing conflict in the workplace.
• Demonstrate mastery of lesson content at levels of 70% or higher.

COURSE CONTENT

 Understanding the Conflict Spectrum

• Causes of conflict at work
• Stages of conflict escalation
• The Business Case for a Harmonious and inclusive workplace culture
• Assessing Organizational Gaps in meeting goals
• Costs and Challenges of Workplace Conflict

 Key Communication Strategies

• The basis for collaborative work relationships is superior communication
• Understanding others’ perceptions and expectations
• Identifying passive, aggressive and assertive behavior
• Creating shared aims and vision via SMART goals
• Identifying personal communication preferences
• Managing difficult situations
• Maintaining a confident state of mind
• Structuring and controlling the conversation

 The Conflict Management Strategy

• Defining the Strategy
• The Key Steps
• Identify the cause of the conflict
• Identify the stakes for both parties
• Assess the current handling of the situation
• Create an environment for conflict resolution
• Developing the key conflict management strategy
• Be focused on the desired outcome
• Resolving Conflict in a Diverse Workforce
• Techniques for defusing arguments
• Giving effective constructive criticism and feedback

 Creating the Positive Workplace Culture

• Organizational Culture and Context
• The 4 steps to create a Positive Workplace
• Aspects of Organizational Frameworks – Policies, Individual and Managerial
• Individual Attitudes/Behaviors
• Managerial Skills and Practices
• Inclusive Mentoring and Coaching
• Key Policies and Procedures

 Sustainability

• What’s next? Sustaining the Positive Workplace Culture
• A Checklist for Sustainability
• Measurements and Monitoring
• Action Planning for Results

TARGET AUDIENCE

• Managers, Supervisors and Team leaders
• Members of Work and Project Teams
• Human Resource Directors
• Human Resource Employee Relations Professionals

Delivery Method: Combines lectures, discussions, group exercises and illustrations

Venue:  Malaysia

Fee:

Duration: 1 week

Course Date: May 1st – 5th 2023