Conflict Management
Description
Conflicts are inevitable in any interpersonal communication. We are not protected from conflicts at work, when interacting with people in different situations, nor in personal life, when communicating with friends and family. Failure to understand conflict root causes and inability to solve conflicts may result in permanent tension in our relationship with others. Moreover, inappropriate conflict behavior may undermine business processes and career growth.
How to recognize approaching conflict? How to prevent it? How to behave in a conflict that has already started? How to protect your interests and not to break up with a person?
During this course, the participants will learn to identify conflict causes, to adopt appropriate conflict behavior strategies, and to solve conflicts applying minimal efforts and time.
is issued on the Luxoft Training form
Objectives
Attendees will identify their typical conflict behavior patterns and practice using new strategies.
After completion of the course, students will be able to:
- use various behavior models in conflicts;
- select appropriate behavior models;
- communicate at different levels (top-down, down-top, on equal terms);
- understand their opponent’s intentions and respond accordingly.
In addition, through the course the participants will develop their communicative flexibility and learn to control emotions.
Target Audience
All interested persons.
Roadmap
The course is composed of the following modules:
- Behavior strategies in conflict
- Conflict behavior
- Using assertive behavior
- Levels of communication
- Responding the intentions
- What is conflict?
- Conflict attributes
- Conflict types
- Conflict sources, conflict generators
- Conflict structure
- Two-dimensional conflict model: goals – relationships
- Define your conflict behavior style (Thomas’ test)
- Aggressive behavior
- Passive behavior
- Assertive behavior
- Assertive dispute
- Assertive refusal
- I-messages
- Top-down, down-top, on equal terms
- Choosing flexible position in conflict
- Differences between intention and behavior
- Responding to intentions