Booking options
£25
£25
On-Demand course
1 hour 26 minutes
All levels
Conflict is an inevitable part of working life. And it's not always bad.
But, often, it is. It can be stressful, harm productivity, spoil working relationships, and lead to damaging behaviors.
And, if you have any level of responsibility as a team leader, supervisor, or manager, fixing it may well be down to you.
So you need the tools to deal with conflict at work.
And this course will give you them.
More than that, you'll learn how and why conflict arises, and how to minimize it before it takes hold.
Here are the main topics you'll cover:
The sources of conflict
How to listen
The effect of personalities on conflict
The ways people resist imposed ideas
The signs and stages of conflict escalation
The steps for de-escalating conflict
Strategies for resolving conflict
Five ways to handle conflict
How to recover a broken (workplace) relationship
Ongoing Project: Your Conflict Log
During the course, your project will be to keep and share aspects of your Conflict Log. You will create a record of your observations, successes, and struggles. Other students and your tutor will support you, endorse your successes, and help you with your questions.
Prior Experience
The only prior experience you need is daily life. If you've been a hermit or in long-term peaceful coexistence with all your fellow human beings, you won't need this course.
However, the people who may find this most valuable are those who experience conflict in the workplace, and especially those in supervisory or management roles.
Your Tutor
Your tutor is Dr. Mike Clayton. As a senior manager at international consulting firm, Deloitte, Mike had to deal with conflict among staff, and with clients, and even among clients. But more important, as a senior representative of his firm and a program leader, he needed to avoid escalation of conflict.
Now, as a trainer and facilitator, he has been applying what he learned and teaching it to others. This course represents 15 years' experience of what tools students find most helpful, and 25 years experience in business, managing conflicts large and small.
We have you covered
However, it's not all been plain sailing. Three times in 25 years, Mike has had to use his own 'Breakdown Routine' to the breakdown of a professional relationship. Three times it worked. And managers and leaders he has coached have used it with equal success.
So, you see, we have you covered. This course will give you the tools to:
Prevent conflict
Reduce and reverse its escalation
Handle full blown conflict
and... recover from the effects of a conflict-induced relationship breakdown.
Recognize the signs of conflict early, so you have a chance to stop it
Reduce the incidence of conflict, by listening well
Understand how conflict escalates, so you can stay calm and stop the escalation
De-escalate conflict, so you bring your relationship back to normal
Resolve conflict, using a variety of strategies and tactics
Develop your resistance to being drawn into conflict
Managers and supervisors at all levels
No pre-requisites. If you're in the world of work, or soon to enter it, you're ready for this course.
Introduction to Your Conflict Management Course | |||
Welcome to the Course Dealing | 00:03:00 | ||
What are Conflict and Conflict Management? | 00:03:00 | ||
Understand the Keys to Conflict | |||
The Rational and Irrational Sources of Conflict | 00:03:00 | ||
The Effects of Respect on Conflict | 00:04:00 | ||
How to Use Respect to Help Resolve Conflict | 00:05:00 | ||
How Misunderstandings Arise... and the Solution | |||
How Communication Works | 00:05:00 | ||
How we Listen: The Four Listening Levels | 00:05:00 | ||
How to Listen Well | 00:04:00 | ||
Personality Types in Conflict | |||
How Personality Types Conflict | 00:02:00 | ||
How Specific Personalities Clash at Work | 00:04:00 | ||
How to Avoid Personality Clash | 00:02:00 | ||
Escalation of Conflict | |||
Resistance: It's Not Conflict... yet. | 00:02:00 | ||
The Onion Model of Resistance | 00:07:00 | ||
The Signs of Conflict Escalation | 00:03:00 | ||
De-escalating Conflict | |||
The Strategies for Handling Conflict | 00:06:00 | ||
Conflict De-escalation Process | 00:03:00 | ||
Conflict Handling Modes - The Thomas-Kilmann Model | 00:02:00 | ||
The Five Thomas-Kilmann Modes | 00:06:00 | ||
Getting Help from a Third Party | 00:05:00 | ||
How to Recover from a Broken (Professional) Relationship | 00:05:00 | ||
Closing Section | |||
Good Conflict and Bad Conflict | 00:04:00 | ||
The Secret to Avoiding Conflict | 00:03:00 |
We understand more than anyone how important it is for yo...