Learning Outcomes

• Exploration of the 4 main causes of conflict in workplaces - prevention is better than cure
• The 5 Conflict Resolution Styles - self-assessment
• Aggressive, Submissive and Assertive Behaviour
• Assertiveness as the main tool to handle Aggressive Behaviour
• How to be Assertive with Aggressive People
• Getting a Difficult Message Across to someone who may not want to hear it - The Cook Book Recipe
• 10 Steps to Conflict Resolution

What’s Included

• Full coursework, all printing (in person only)
• Conflict Resolution Styles Self-Assessment
• Downloadable Resources to take back to work
• Facilitated delivery
• Small group activities
• Real life examples
• And much more!

Program Overview:

The Hand Model of the Brain

• Dr Dan Siegel MD’s model explained
• Conflict as a biological process
• Conflict is felt in the body; it is not merely a mind based process

Causes of Conflict in Workplaces

• Self Assessment of your workplace / team
• 4 areas that mainly cause conflict at work
  • Role Conflict - Going against my personal goals and desires
  • Role Ambiguity - Feeling unclear about the role, tasks, boundaries, etc.
  • Role Overload - Volume
  • Role Overload - Difficulty

5 Conflict Resolution Styles

• Self Assessment
• Competing / forcing
• Co-operative / problem solving
• Compromising / sharing
• Avoiding / withdrawal
• Accommodating / smoothing

Submissive, Assertive & Aggressive Behaviours

• Definitions
• How to use assertiveness to gain a win/win outcome

Getting a Difficult Message Across

• The Cook Book Recipe - a 1 page, 4 step model that succinctly shows how to deliver a message and get buy in

10 Conflict Resolutions Steps

The Third Alternative

• Looking for a win/win outcome to the conflict can be foreign to some
• Utilising the brain’s higher functioning to achieve win/win

Is this course right for you?

• Managers, Supervisors or Team Leaders
• Human Resources Professionals
• Aspiring Leaders
• Anyone who does not like conflict