Conflict Management

Dealing with conflict is a reality of working life. As professionals, we are expected to maintain an assertive and credible approach when managing conflict and communicating with others in difficult scenarios.

The Conflict Management program builds each participant’s ability to maintain confidence and control when confronted by challenging work situations with both internal and external clients.

In particular this program helps raise awareness of the role of emotion in blocking logical thought and reducing the likelihood of achieving outcomes without damage to a professional relationship.

In providing opportunities for participants to explore alternate approaches in a role-play scenario, this program often results in significant personal learnings.

MFW recommends Conflict Management as a two-day program.

 Conflict Management

> > Topics Covered

  • Developing flexibility in communication

  • Exploring the full problem

  • Releasing tension and breath control

  • Understanding the impact of stress on perceptions and behaviour

  • Maintaining positive body language

  • Developing objectivity

  • Thomas-Kilmann Conflict Mode Instrument

  • Managing conflict linguistically

  • Aggressive versus assertive behaviour

  • Case studies and role-playing

  • Action planning, working with your mentor and skills implementation

> > Outcomes for Participant

  • Understand different behavioural preferences

  • Demonstrate flexibility when dealing with others

  • Anticipate and prepare for likely behaviour before going into a difficult meeting

  • Project an image of confidence using strong, open body language

  • Establish a relationship of trust and openness using rapport building techniques

  • Use pacing techniques to get others to stop and listen

  • Move an individual from an objection or point of resistance to more neutral ground

  • Handle conflict with confidence and credibility

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