Conflict Management

Confident leadership in dealing with conflicts

Conflicts disrupt teams and the work processes of your organisation. If you are directly involved in a conflict or if you are the supervisor responsible for resolving a conflict situation, it is essential to understand the dynamics of conflicts as well as the principles of their resolution.

Goal

You will learn the sources and dynamics of conflicts and confrontation. You will become aware of your own patterns of behaviour in conflicts and will develop constructive and creative conflict resolution strategies.

With this basis of knowledge you can productively deal with the conflict structure of your team and resistances with business partners. You will be able to constructively work toward conflict resolution even in complex situations and serve as role model in the way you deal with conflicts.

Contents

• Conflict analysis
• Confict potential in individuals
• Cross-cultural approaches to assertiveness and conflicts
• Conscious and unconscious reaction to conflicts
• Principles of conflict escalation and de-escalation
• Clarifying roles
• Developing resolution strategies
• Intervention tools and techniques
• Reestablishing a trusting and working atmosphere

Method

Trainer input, role play, practical exercises, personal case studies, self analysis and reflection, moderated discussion, feedback.