Conflict Management

Conflicts are an inevitable part of any interpersonal communication. You cannot completely avoid conflicts at your work, when interacting with people in different situations, or in your personal life when communicating with friends and family. Yet the failure to understand conflict root causes and inability to solve conflicts can result in permanent tension between you and other people. Moreover, inappropriate conflict behavior may undermine business processes and your career growth.

How to recognize the approaching conflict? How to prevent it? How to behave in a conflict that has already started? How to protect your interests and also not break the relationship?

This course will teach you to understand conflict causes, adopt appropriate conflict behavior strategies, and resolve conflicts applying minimal efforts and time.

This course offers a blend of theoretical knowledge and practical exercises focused on:

Understanding conflict: Exploring the nature of conflict, its benefits, and effective management strategies to navigate interpersonal challenges.

Conflict structure: Analyzing the different levels of conflict, identifying sources and generators, and understanding the dynamics that lead to disputes.

Assertiveness: Differentiating between aggressive, passive, and assertive behaviors, and mastering assertiveness techniques to communicate effectively and maintain relationships.

Preventing conflicts: Learning proactive strategies to prevent conflicts, including the use of “I” versus “You” messages, empathic assertiveness, and recognizing personal interests.

Behavior strategies in conflict: Examining various behavioral approaches, such as accommodating, avoiding, competing, compromising, and collaborating, to find the most effective response in different situations.

Conflict resolution strategies: Developing skills to engage in conflicts constructively, mediating disputes, and resolving issues with minimal effort and time.

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.

The course is composed of the following modules:

1. What is Conflict?

o Conflict

o Conflict Benefits

o Managing Conflict

2. Conflict Structure

o Conflict Levels

o Conflict sources,

o Conflict generators

3. Assertiveness

o Aggressive behavior

o Passive behavior

o Assertive behavior

o Basic Assertiveness

o 3 Steps Assertiveness

o Assertive Refusal

4. Strategies for preventing Conflicts

o I versus You-messages

o Empathic Assertiveness

o Personal Interest

o Pulling Consequences

5. Behavior Strategies in Conflict

o Accommodating, Avoiding

o Competing

o Compromising and Collaborating

6. Strategies for Solving Conflict Situations

o Being Involved in a Conflict

o Mediating a Conflict