CONFLICT MANAGEMENT SKILLS
COURSE OVERVIEW
This 2-day course is intended for HR Professionals and Line learners who manage conflict and negotiate in the work situation. This course will enable delegates to understand the nature of conflict and to manage conflict situations with minimum disruption to the business. The course will also provide delegates with an opportunity to improve their negotiation and facilitation skills. In short, the course will provide delegates with various conflict handling techniques and negotiation skills that are vital in employee relations.
CONTENT / OUTCOMES (Know, Do & Feel)
KNOW:
- The concept of power and its application at the workplace
- The difference between interest and positional based bargaining.
- What the various conflict handling techniques are
- The difference between passive, assertive and aggressive behaviours
- Their own predominant behavioural style
- Understand the key role players in negotiations
- How to create win-win situations
- Apply various conflict handling techniques
- Manage appropriate workplace conflicts
- Negotiate for successful solutions
- Handle and resolve conflict between subordinates and co-workers; shop stewards and unions
- Confident in managing conflict situations
- Informed about different approaches to conflict
- Confident in negotiation both inside and outside of work
COMPETENCIES and PROFESSIONAL SKILLS COVERED
The Conflict Management Skills course will assist in the development of the following competencies and professional skills:
COMPETENCIES |
Delivers through people-brings out the best in others – deals directly and openly with problems |
Delivers through people-influencing skills- persuades directly- makes a point based on common sense, persuades through logical argument, polite and respectful in persuading, listens and interacts with others in an effective and tactful way, demonstrates awareness of how own personal style impacts on others |
Delivers through people-influencing skills- uses multiple actions to persuade-thinks of alternate solutions, which would be more likely to appeal to audiences without compromising on outcome, explains the benefits of a particular approach, identifies who the key decision makers are and lobbies their support |
Delivers through people-influencing skills-calculates the impact of his/her work and actions-thinks about how to create win-win situations, recognises organisational limitations, assesses whether to take an unusual approach in order to convey a point, proactively builds relationships |
PROFESSIONAL SKILLS |
Employee Relations – Operate Employee Communications – a WORKING KNOWLEDGE to promote and support communication between the manager and subordinate, a WORKING KNOWLEDGE to facilitate communication/consultation |
Employee Relations – Provide Employee Assistance – a BASIC APPRECIATION to provide individual advice and counselling |
Employee Relations – Develop and Understand policies- a WORKING KNOWLEDGE to understand the business context and desired employee relations, a BASIC APPRECIATION to advise employees on company policy and legislation |
Employee Relations-Manage Conflict- a WORKING KNOWLEDGE to facilitate the appropriate IR climate with employees, a WORKING KNOWLEDGE to develop communication/negotiation channels, a WORKING KNOWLEDGE to consult with employee representatives taking into account legislation on industrial action, a BASIC APPRECIATION to advise line learners on the handling of breaches of discipline, a WORKING KNOWLEDGE to minimise conflict by becoming involved in conflict resolution activities |
Employee Relations – Manage Restructuring – a WORKING KOWLEDGE to understand the potential legal and social implications any crises situation |
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