CONFLICT MANAGEMENT, US 114226, NQF LEVEL 5, 8 CREDITS: 3 DAYS
Conflict will always occur in any relationship where 2 or more individuals are involved. The trick is in finding ways of resolving conflict when it happens or is about to happen. Employees need to work together in order to achieve the goals of the organisation. This can only be achieved in a harmonious relationship exist amongst them otherwise they will not be able to work together where conflict exists and is not managed or resolved..
Conflict Management training will be delivered via Facilitation, Role plays and Discussions. Benefits of this program is that when applied it will assist employees in resolving conflict in the workplace and hence allow them to work as a team in achieving company goals.
The following topics will be covered:
Describe the main sources of conflict
- A list of possible sources of conflict, including perceptions and assumptions, is drawn up with examples of where they are most likely to occur
- Positive and negative characteristics of conflict in the workplace are discussed with examples
- Organisational conflict modes are explained with examples
- Conflict, which may arise in personality types, can be described, using transactional analysis.
Explain appropriate techniques in conflict management
- The various business conflict modes are discussed with examples
- Useful steps to be taken to manage conflict are explained with examples
- The route, which conflicts normally follow toward resolution can be described with examples
Describe the appropriate action plan and strategies to manage conflict
- Methods available to resolve conflict in terms of the Labour Relations Act are listed with examples
- The most appropriate strategy to resolve a particular conflict is chosen with a justification for the choice of strategy
- The need to adopt action plans and adapt them to a particular conflict
- The role of policies and procedures in place in the organisation are explained in terms of their role in preventing and/or resolving conflicts.
Explain the attributes of an effective conflict manager
- Personal attributes of a good conflict manager can be listed with examples of how each characteristic contributes to conflict resolution
- A skills audit is done by the learner to identify the skills he/she needs to develop to be an effective conflict manager are identified
- The negative attributes which should be avoided or controlled by an effective conflict manager are listed with an explanation of the negative effect each has on the resolution of conflict
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