Conflict management

Programme

Day 1

Start of the training

• Introduction of the speaker and the training topic, presentation of the training participants
• Group exercise to bring the topic to life

Conflicts in professional and organisational activity

• Causes and role of conflicts in the organisation
• The value of conflicts. How to benefit from conflicts
• Professional, organisational and interpersonal conflicts
• «The tension thermometer» — an exercise in recording and recognising conflicts at different levels

The conflict algorithm

• Diagnosing conflict tension
• Phases of conflict and the dynamics of conflict development
• Latent, constructive and destructive conflicts
• Reasons for failures in resolving organisational and interpersonal conflicts

Main conflict resolution methods

• The role of assertive behaviour in conflict management
• The concepts of manipulation and open aggression
• Causes and diagnosis of a situation of manipulation and attack
• Avoidance, accommodation, compromise, competition
• Exercise «Techniques of constructive refusal»

The role of emotions in conflict

• The emotional brain and instinctive human behaviour
• Awareness and management of one's own emotions
• Empathy and managing the other person's emotions
• Exercise «Managing emotions in conflict»

Day 2

Group exercise. Consolidating the material covered

Personal factors in conflict management

• The impact of conflicts on employee burnout
• Engagement, absenteeism, dehumanisation of relations in the team
• Bullying and mobbing in the team
• Corporate methods of conflict prevention

Conflicts in everyday communication

• The main conflict triggers in communication
• Typology of conflict-prone personalities and methods of communicating with them
• Practical methods of preventing conflicts
• Manipulation and its role in the emergence of conflicts
• Exercise in resisting manipulation

Individual characteristics in professional interaction

• Individual and cultural characteristics of employees
• The DISC typology of behaviour models
• Generational theory. Effective interaction with representatives of different generations
• Role play to practise conflicts between different behaviour models

Conflicts and resource theory

• The energy depletion funnel
• Energy balance, stress and routine
• Self-regulation as a personal success factor in conflict management
• Meditation and breathing exercises
• Exercise «Types of meditation»