Conflict Management

 

 

OBJECTIVES

 

w       Approaching conflict in a way that yields positive results

w       Using questions to uncover real feelings and hidden agendas

w       Finding out how to respond to victims, complainers and blamers

w       Negotiating win-win resolutions with your staff, customers, colleagues and managers

 

OUTLINE

 

w       Pinpointing causes of conflict

w       Assessing and changing your own behavior

w       Getting conflicts and bringing differences out in the open

w       Overcoming barriers to resolu­tion

­       Including defensiveness, hidden expectations and negative judgments

w       Handling group and inter­departmental conflicts