Courseware and Training Materials

What's included?
What’s included?
Available for delivery as a download from our web server or provided on CD, this courseware package includes the following resources to make your trainer’s life much, much easier.

This courseware package includes:

	Student Manual. Fully customisable. May be opened in any wordprocessor and changed to meet your exact needs.
	Trainer manual. Fully customisable with additional information for trainers.
	Ice breakers and class activities. Fully customisable. Delivered as a folder full of activities for your students.
	Content overview. Fully customisable. Comprehensive course overview to help you market your course to your customers.
	PowerPoint presentations. Fully customisable. Complete set of PowerPoint slides for use by the trainer.
	Sales information sheets. Fully customisable. Information sheets to help you sell your course to your employees or external customers.
	Additional reading… Fully customisable. Give your students some recommended further reading materials for this course.

To get started, just open this ‘Conflict Resolution: Getting Along in the Workplace’ training courseware in your favourite word processor. You can fully customise the materials to suit your exact learning needs and include your own branding. Your own tailor-made course, delivered ‘off-the-peg’ and saving you thousands of pounds in development time and man-hours. Just press print and the perfect learning experience is yours to deliver.

Course outline
Course outline

Introduction

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a sporting event. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict. Since you can’t prevent conflict, the most important thing is to learn how to handle or manage it in productive ways. What is critical for resolving conflict is developing an understanding of, and a trust in, shared goals. It requires openness, discipline, and creativity. Showing respect for other people and not blaming them enables people to work for mutual benefit. These are the skills that participants will develop in this two-day workshop.

Highlights of what participants will learn:

• Understand what conflict is and how it can escalate;
• Recognize the five most common conflict resolution styles and when to use them;
• Increase positive information flow through non-verbal and verbal communication skills;
• Develop effective techniques for intervention strategies;
• Strengthen staff trust and morale;
• Become more confident of their ability to manage conflicts to enhance productivity and performance

Course contents

• Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives.
• Defining Conflict During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict.
• Types of Conflict This session will cover three main types of conflict: inner, interpersonal, and group. We will also look at open conflict vs. hidden conflict.
• Spontaneous and Reflective Action When people are under stress, they are more apt to revert to spontaneous action and then regret their choice of words. This session explores spontaneous and reflective action through a brief lecture.
• Johari Windows The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. We will look at the Johari Window in detail through a personal exercise and a case study.
• Stages of Conflict During this session, we will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict.
• Win as Much as You Can This quick, fun exercise gives participants a break and helps them learn about conflict outcomes.
• Conflict Resolution Style Questionnaire Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style.
• The Role of Communication in Conflict Resolution Active listening, paraphrasing, questioning, and body language are just a few of the tools that we can use to resolve conflict. We will look at all of these concepts in detail through lectures and role plays.
• Seven Steps to Ironing Things Out There are seven easy things that you can do to start resolving conflict. We will explore each method briefly in a short lecture.
• The Conflict/Opportunity Test Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict.
• Conflict and Its Resolution This session will look at a few processes that we can use to identify and resolve conflict.
• Facilitating Conflict Facilitation skills have become a cornerstone of many leadership models. This session will look at facilitation and how it can be applied to conflict. Participants will also practice facilitation skills in a role play.
• Setting Norms Norms are a set of rules that a group agrees to act by. Setting norms during a conflict situation can help members stay calm, rational, and focused on the problem.
• Making an Intervention Leaders often find themselves in a situation where they need to intervene to help a group resolve conflict. This session will explore some ways to intervene effectively.
• Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan

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