This course focuses on the principles of conflict management and looks at how conflict can be reduced and dealt with in the workplace.
Conflicts can arise in any workplace, regardless of how many employees are in the organisation. Conflicts can arise between individuals, across teams, between staff and customers and their families. These conflicts, if unresolved, can damage the organisation, its reputation and potentially the overall success of the business. Having the skills to deal with conflict resolution and knowing how to properly intervene is therefore essential.
This course has been designed to provide staff with the skills, knowledge and confidence to prevent or manage conflicts that may occur in the workplace. Learners will gain an understanding of the common causes and signs of conflict, ways to prevent conflict and methods for handling confrontations and on-going cases. We will also explore the organisational polices, along with the legal and ethical requirements when managing situations.
This course is delivered using a range of methods and resources including:
Scenarios, Case studies, group discussions, role play, self-assessment and small group activities.
This course has been developed and mapped to the following QCF unit:
Manage Conflict in the Workplace
Understanding workplace conflict and why conflict may arise
Evaluate the suitability of different methods of conflict management in different situations
The personal skills required to deal with conflict between others and how to develop these
Consequences of unresolved conflict
The role of arbitration and conciliation in conflict resolution
Communication with others
Systems, processes, situations and structures that are likely to give rise to conflict
Understanding how personalities, cultures and backgrounds may give rise to conflict
Assessing the seriousness of conflict and its potential impact
Demonstrating impartiality and sensitivity
Deciding the course of action
Engaging others in the course of action and communicating to those affected
Consideration for organisational policies and procedures and legal and ethical requirements with dealing with conflict
Understand the principles of conflict management
Reduce the potential for conflict in the workplace
Be able to manage conflict in the workplace