The Managing Conflict course by Highfield is designed to equip participants with the knowledge and skills to effectively manage and resolve conflicts in the workplace. Participants will learn various conflict resolution techniques, communication strategies, and methods to promote a positive work environment. This course is essential for managers, supervisors, team leaders, and HR professionals seeking to enhance their conflict management capabilities and foster productive relationships within their organisations.

Module 1: Introduction to Conflict Management

– Objectives and Importance

  – Understanding the impact of unresolved conflicts in the workplace

  – Overview of the benefits of effective conflict management

Module 2: Understanding Conflict

– Types of Conflict

  – Identifying different types of conflicts in the workplace

  – Sources and triggers of conflicts among individuals and teams

Module 3: Communication Skills in Conflict Resolution

– Effective Communication

  – Techniques for clear and assertive communication during conflicts

  – Active listening and empathy in resolving disagreements

Module 4: Conflict Resolution Styles

– Conflict Resolution Approaches

  – Analysing different conflict resolution styles (e.g., collaborating, compromising, avoiding)

  – Choosing appropriate strategies based on the situation

Module 5: Negotiation Techniques

– Negotiation Skills

  – Principles of principled negotiation and win-win solutions

  – Strategies for achieving mutual agreements and resolving disputes

Module 6: Mediation and Facilitation

– Mediation Process

  – Role and responsibilities of a mediator in conflict resolution

  – Techniques for facilitating constructive dialogue and finding common ground

Module 7: Managing Difficult Conversations

– Handling Difficult Situations

  – Approaches for managing emotionally charged discussions

  – Strategies for de-escalating conflicts and promoting constructive outcomes

Module 8: Conflict Management Models

– Conflict Management Models

  – Overview of structured conflict resolution models (e.g., Thomas-Kilmann Conflict Mode Instrument)

  – Applying models to analyze and address conflicts effectively

Module 9: Cultural and Diversity Considerations

– Diversity in Conflict

  – Recognizing cultural and diversity factors influencing conflicts

  – Respecting differences and promoting inclusivity in conflict resolution

Module 10: Legal and Ethical Issues

– Legal Framework

  – Understanding legal implications and obligations in conflict management

  – Ethical considerations in handling sensitive conflicts and confidential information

Module 11: Conflict Resolution Strategies in Teams

– Team Dynamics

  – Managing conflicts within teams and across departments

  – Building consensus and promoting team cohesion

Module 12: Practical Applications and Case Studies

– Case Studies

  – Analyzing real-life conflict scenarios and applying conflict resolution techniques

  – Role-playing exercises to practice conflict management skills

Module 13: Review and Evaluation

– Performance Evaluation

  – Assessing effectiveness of conflict resolution strategies

  – Continuous improvement and feedback mechanisms

Module 14: Assessments and Certification

– Assessment Methods

  – Written examination testing knowledge of conflict management principles and techniques

  – Practical assessment evaluating application of conflict resolution skills

– Certification

  – Upon successful completion, participants will receive a Highfield certificate in Managing Conflict