Managing Conflicts & Difficult Situations

The management of conflicts and difficulties is one of the most misunderstood, time-consuming and poorly handled of leadership responsibilities. Most leaders, managers and supervisors regard ‘conflict’ as something negative. However, if it is used and managed well and occurs in high-trust cultures, conflict can be a powerful source of sustainable competitive advantage.

This Conflict Management training course entitled Managing Conflicts & Difficult Situations has been specifically designed to help leaders and managers to control and reduce negative conflict, build high-trust organizational cultures and deal proactively with difficult situations using highly effective techniques. The training course incorporates the latest research regarding Emotional Intelligence (EI), neuro-science, psychology, personality research and cutting-edge communication and influencing techniques.

This GLOMACS training course will highlight:

• Your natural personality preferences for thinking, feeling, speaking and behaving that may trigger conflict – or help to manage it
• The default conflict-management strategies people use – both helpful and unhelpful
• The nature, types and causes of conflict and difficulty – inter-personal and strategic
• Highly effective strategic and verbal techniques to address conflict and difficulties at both the individual and organizational level
• How to structure your meetings, presentations and communications to reduce negative conflict and encourage healthy debate

This training course is designed to help you to:

• Identify the common types and sources of conflict in your workplace
• Appreciate your own and other’s personality profiles and preferred conflict approaches
• Understand the predictable emotional triggers and responses to conflict
• Differentiate between assertive, passive and aggressive behaviours
• Deal with difficult people and situations using a large range of powerful techniques

This highly interactive and engaging Conflict Management training course will use a range of approaches to learning, including experiential group activities, individual exercises, mini-case studies, role plays, targeted videos and relevant discussions. A key part of the learning process is the sharing of different experiences as well as experimenting with novel – and sometimes challenging – practical techniques. A Personality / Social Styles profile will be used to give you an insight into how your own, and others, personality can contribute to creating or resolving conflicts. In addition, a Thomas Kilmann Conflict Mode type profile will reveal your own default conflict-management strategy and how you can utilize this self-knowledge to your advantage.

By attending this training course and applying the insights, your organization will benefit from:

• Having a high-trust culture of openness, integrity and certainty
• Stronger working relationships, greater collaboration and discretionary effort
• Enhanced ability of employees to resolve their own problems and difficulties so avoiding extended disruptions
• Reduced workplace stress and tension that results in improved morale
• Constructive resolution of conflicts and challenges
• Higher levels of organizational productivity

An AMA survey by Thomas & Schmidt found that managers spend between 18–26% of their time dealing with conflicts; that can amount to 10 hours of your valuable time per week! As a leader, manager or supervisor, this training course will help you to:

• Recognize the warning signs of conflict early on
• Address the issues quickly and effectively
• Increase the overall productivity of your team or department
• Focus on more important strategic and operational matters
• Master a skill set that’s essential in more senior roles
• Gain credibility in the eyes of senior management

This GLOMACS training course is suitable to a wide range of Ambitious Professionals, but will greatly benefit:

• Managers and Team Leaders
• Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
• Junior / Middle Managers new to their role, or with experience but little previous training

DAY 1

Understanding Conflict and Difficult Situations 

• Defining the Nature, Types and Causes of Conflict
• Conflict vs. Competition: When one overtakes the other
• Benefits and Drawbacks of Conflict in the Workplace
• The Power of Emotional Intelligence in Conflict Situations
• Conflict-management Default Mode
• Utilising the Circles of Concern and Influence
• Key Motivations or Drivers of Individuals and Groups

DAY 2

Advanced Interpersonal Skills For Conflict Management

• The Art to Successful Communication
• Building Rapport and the Circle of Trust Technique
• Personality Preference Assessment: Communicating with Different Personalities
• Mastering Active Listening Skills to Validate others’ Needs
• Using Powerful Questions to Gain the Right Information
• Transactional Analysis: The Power of Questions in Counselling
• Perfecting the Art of Non-verbal Language Signals
• Framing and Re-framing Issues to Facilitate Positive Outcomes

DAY 3

Mastering The Art of Persuasion, Influence and Negotiation

• Psychological Insights into People’s Behaviour and Attitude
• Filters and How our Perceptions can Influence our View of Others
• Determining Personal Agendas and Intentions
• Being Assertive: Techniques and Skills
• Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits
• Persuasion Techniques Incorporating Cialdini’s 6 Steps
• Achieving Synergy through the 4 Steps of Persuasion
• The Key Strategy Factors to Master the Art of Influence

DAY 4

Processes and Strategies to Handle Challenging or Difficult Conversations

• Main Types of Difficult / Challenging Conversations in the Workplace
• The Art of Influencing with Integrity and Personal Power
• Utilising Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
• Structuring 'Crucial Conversations' to Produce Optimal Results
• Using Coaching Techniques in Conflict: Problem and Need
• Recognising and Handling Ineffective Conflict Responses
• Dealing with Strong Emotions such as Anger and Frustration
• Defection Technique Strategies

DAY 5

Managing Organizational Conflict and Culture 

• Understanding the Key Elements of Your Organisation’s Culture
• High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
• Establishing Appropriate Organisational Values and Behaviours
• Utilising Alternative Dispute Resolution (ADR) Strategies
• Conflict Management: Synergistic Advantage for Your Organisation
• Making Your Organization a Desirable Place to Work
• Summary and Next Steps

In Association With

Oxford Management Centre

A GLOMACS - Oxford Management Centre collaboration aimed at providing the best training services and benefits to our valued clients.

PetroKnowledge

Our collaboration with Petroknowledge aims to provide the best training services and benefits for our valued clients

© 2023. Material published by GLOMACS shown here is copyrighted.
All rights reserved. Any unauthorized copying, distribution, use, dissemination, downloading, storing (in any medium), transmission, reproduction or reliance in whole or any part of this course outline is prohibited and will constitute an infringement of copyright.

P.O. Box 74653, Dubai, United Arab Emirates
Tel : +971 - 04 - 425 0700, Fax : +971 (04) 425 0701, Email : info@glomacs.com