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This programme is designed to provide leaders, managers, and change agents with the skills and knowledge that will enable them and their organisations to successfully resolve workplace conflicts, and lead difficult or challenging staff members.

Participants will gain insight into a variety of style & preference indicators, including – Influencing, Stress and Conflict Management. They will learn how to prepare themselves more fully for corporate challenge.

Participants will learn cutting edge techniques for encouraging productive conflict and eliminating destructive conflict. This programme will also examine the effects that pressure and stress has on individuals and participants will focus on the five stage model for understanding conflict resolution.

They will also learn step-by-step procedures for working with and leading those ‘difficult’ staff members with performance, behaviour, or attitude problems.

Who will the course benefit?

This course is designed for organisational leaders, managers, project leads, or human resource professionals who have the responsibility for developing and shaping policy towards workplace conflict, bullying and discrimination.

Individuals who are involved with designing and implementing a strategy for harmonising work ethics will especially benefit.

Course Content

Identifying the factors which influence Organisational Conflict

  • People, Polices, Practices & Principles – The foundation of an organisations culture.
  • Defining organisational conflict positive & negative outcomes.
  • Identifying pressure and stress in the work place.
  • Understanding human behaviour in teams.
  • The BECKS Model of Performance.
  • The Learning Styles Questionnaire.

Survival Strategies for Conflict at work

  • Defining & describing organisational conflict.
  • Causes of Conflict.
  • Understanding the effects conflict has on an organisation.
  • Thomas-Kilmann Conflict Mode Instrument.
  • Conflict Management Process.
  • The 5 stage conflict management model.
  • Influencing Styles.

Developing ‘Difficult People’

  • Most Common Causes of Difficult Employees in the Workplace.
  • Dealing with a Difficult Person – Case Study.
  • Confrontation Model.
  • Adopting an Assertive Approach.
  • Identifying & Managing Difficult/Challenging Employees.
  • Common Causes of Difficult Employees.
  • Handling Difficult People Questionnaire.

Skills Gained

By the end of the workshop, all delegates will be able to:

  • Describe how organisational conflict can have both positive and negative outcomes
  • Explain the most common causes of conflict which organisations face
  • Recognise the broad range of choices individuals have when dealing with conflict
  • Develop their skills in bringing appropriate resolution to organisational conflict.
  • Encourage a high level of confidence in situations where individuals must face up to a difficult or challenging situation.
  • Apply new tools, techniques to real life situations in simulated role play scenarios.