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Conflict  Handling & Resolution

Duration: 1Day

Course Trainer: Maura O’Toole, Facilitrain


Course Objectives:

  • To understand the nature and causes of conflict in work situations
  • To be able to describe own interactive style in dealing with others
  • To be able to adapt that interactive style to reduce instances of conflict while achieving aims
  • To understand the need for differentiating the actual aim from the stated aim
  • To understand the need for and steps to build trust
  • To be able to describe and implement a framework for conflict resolution

Course Content:

  • Identifying conflict
  • Differentiating healthy disagreement from unhealthy conflict
  • Identifying conflict triggers for self and staff reporting to self
  • Communicating a position
  • Actively listening to hear a position
    • o   Implementing active listening techniques
  • Demonstrating and expecting Respect
  • Interactive style
  • Removing barriers to trust
  • Building rapport and moving towards giving and gaining trust
  • Leaving the past behind
  • Finding objectivity and helping others to do the same
  • A framework for conflict resolution