Conflict Resolution


Man people see conflict as a negative experience, In fact, conflict is a necessary part of our personal growth and development. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. Therefore, success in dealing with conflict comes from understanding how we behave, as well as how we can influence others.

If we approach difficulties as needing to take place in one or a series of conversations, and we approach those conversations with a plan, we will find that we have less difficult people to deal with. More often than not, we will also have more meaningful and significant conversations.

This training will teach you everything you need to know about employee dispute resolution through mediation. In this training, you will learn how to turn a difficult situation into opportunities for growth and produce a win-win outcome.


Course Outline

MODULE ONE- Dealing with Difficult Situations

  • Conflict as Communication
  • Benefits of Confrontation
  • Preventing problems
  • Getting focused
  • Dealing with Anger(yours and others)
  • Dealing with problems
  • The three steps conflict resolution model
  • Changing yourself
  • Why don’t people do what they are supposed to do?
  • De-stress option to use when things get ugly

MODULE TWO = Conflict Resolution- Getting along in the Workplace

  • Defining conflict and types of conflict
  • Spontaneous and reflective action
  • The Johari window
  • Stages of conflict
  • Conflict resolution style questionnaire
  • The role of communication in conflict resolution
  • The Conflict/opportunity test
  • Conflict and its resolution
  • Helping others through conflicts


MODULE THREE- Employee Dispute Resolution- Mediation through Peer Review

  • What is peer review?
  • Initiating the process
  • The peer review panel
  • Asking questions
  • The peer-review process
  • Panel walkthrough
  • Why does the process fail?

Learning Objectives

At the end of this training program, participants will be able to:

  • Identify what is involved in the hearing process, from preliminary meetings to the hearing, and the decision process;
  • Develop coping strategies for dealing with difficult people and difficult situations;
  • Recognize how their own attitude and actions impact others;
  • Find ways to manage conflicts to enhance productivity and performance.


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