This course aims to help managers to understand what happens when conflict arises between two or more employees and to be able to deal with it effectively and consistently.

During the day we shall be learning to recognise the indicators of a developing conflict, devising a range of strategies which could be applied when an incident occurs, selecting appropriate strategies for dealing with difficult situations and discussing how to apply them effectively. Participants will be helped to develop a range of skills for intervention, mediation, arbitration and resolution.

The course will be of particular benefit to managers and supervisors who are striving to create a positive and productive working environment, or undertaking a programme of change and restructuring.

Outcomes

On completion of the course participants will:

be aware of the various approaches to conflict and appreciate the situations in which each is appropriate

be able to identify the different levels of conflict

know about the different strategies and models used to resolve conflict

be able to apply effectively one or more of these strategies in a conflict situation