Conflict Resolution

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Program Name: Training Days :

Conflict Resolution Skills 1

Total No. Of Hours Target Audience

8

Conflict Resolution Skills Module
Dimensions of Conflict situations
Personal and Group conflicts Session Methodology Group discussion, videos and activities Duration 2 hours

Causes of Organizational Conflict

Conflict Prevention

Handling Difficult Conversations

The talk can change your life

Activities, Videos, Simulations, Case studies

2 hours

Essentials of a good conversation

Techniques and guidelines to help make the work place better

The right Mindset

Preparing for a difficult conversation

Creating the right atmosphere

Coping with critisim

Giving unwelcome messages

Assertiveness

Expressing strong feelings
Tools and Techniques videos and role plays 2 hours

The 3 Cs

Magic A's

Emotional Awareness

Activities, brainstorming and group discussion

2 hours

Listening skills

Calming Techniques

Anger Management

2 hours

Simulations and role plays

8

Conflict Resolution Skills
Session Objective Learning Objective The participants will be introduced to the different The participants will be able to prevent a conflict by reading its early signs and types of conflicts such as inter personal, intra enabling the members of the personal, inter group and intra group conflicts organization to feel the ownership. They will also be able to prevent group politics To understand how conflicts can be avoided it is vey important for the participants to understand WHY conflicts are caused. They will be introduced to the following - Scarce Resourse, Difference in individuals, task interdependence, low formilization, Nature of reward systems, communication distortions, goal incompatibility The participants will be introduced to very simple powerful ways which help in conflict prevention. 6 Thinking Hats is a tool which will help them voice their optinions. Some other tools are - Questioning skills, appreciation movement andthe "I am listening Box" The participants will be able to learn the benefits of a good conversation and how it can help them in their professional life. The participants will be able to discuss and apply skills which would help them handle unpleasant conversations in a socially appropriate manner

Participants will learn the factors that make a conversation clear, meaningful and pleasant and they shall practice the same.

Participants will learn how to handle legitimate complains, control those under the wrong influence, figure team members refusing to be coerced, combating charges of discrimination, encouraging the dependent personality, serving as a meditator when friction exists, disabling the back stabber, maintaining confidentiality, defusing the angry screamer, dealing with embarrassment and humiliation.

Participants will be able to understand why should they: avoid difficult conversations, feeling the fear and doing it anyway, stepping over their comfort zone Participants will be able to prepare for handling questions which may lead to difficult conversations and set clear objectives for themselves and their coworkers.

Participants will be able to know why a work atmosphere is important, what are the habitual approaces to conflict and study their opening lines. Participants will be prepared for handling defensive feelings, the fight or flight response and how to manage it. Participants will be prepared on how to give bad news,managing expectations, asking someone to change their behaviour, avoid playing the blame game, coping with tears and tantrams. Participants will be able to react in a more assertive manner minimizing the chances to get involved or initiate a difficult conversation. Participants will learn when and how to express their feelings, how to prepare for the conversation and clarifying their own feelings.

Theparticipants here will be introduced to the 3 very The participants will be able to hadle powerful techniques which help managing conflict. conflicts with confidence. They will be The techniques introduced in this session would be able to defuse a conflict easily and will Collaborating, Competing and Compromising. be skilled enough to convert a conflict This session will help participants understand the into an opportunity. importance and ways of using the "Avoiding and Accommodating" techniques.

The participants will be aware of their emotions and will be able to express Participants will be made aware of the their emotions appropriately. The consciousness of their moment-to-moment participants will focus on the importance emotional experience—and the ability to manage all of healthy ways to express anger. The of Their feelings appropriately is the basis of a participants will be able to use communication process that can resolve conflict. techniques such as "Focus on the present", "Choose your battles", "Be willing to forgive", "Letting Go" The participants will be equipped with techniques which will help them handle feelings such as such as anger, sadness, fear, joy.

This session is an introspective one, which will help participants explore whats really behind their anger. The participants will be introduced to the "Fight and Flight" System of the body and they will bemade aware of their anger warning signs and triggers

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