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Course: Dealing with Conflict at Work: Real World Strategies & Tools

Dealing with Conflict at Work: Real World Strategies & Tools

  • Life Time Access
  • Certificate on Completion
  • Access on Android and iOS App
About this Course

Conflict is an inevitable part of working life. And it's not always bad.

But, often, it is. It can be stressful, harm productivity, spoil working relationships, and lead to damaging behaviors.

And, if you have any level of responsibility as a team leader, supervisor, or manager, fixing it may well be down to you.

So you need the tools to deal with conflict at work.

And this course will give you them.

More than that, you'll learn how and why conflict arises, and how to minimize it before it takes hold.

Here are the main topics you'll cover:

  • The sources of conflict
  • How to listen
  • The effect of personalities on conflict
  • The ways people resist imposed ideas
  • The signs and stages of conflict escalation
  • The steps for de-escalating conflict
  • Strategies for resolving conflict
  • Five ways to handle conflict 
  • How to recover a broken (workplace) relationship

Ongoing Project: Your Conflict Log

During the course, your project will be to keep and share aspects of your Conflict Log. You will create a record of your observations, successes, and struggles. Other students and your tutor will support you, endorse your successes, and help you with your questions.

Prior Experience

The only prior experience you need is daily life. If you’ve been a hermit or in long-term peaceful coexistence with all your fellow human beings, you won’t need this course.

However, the people who may find this most valuable are those who experience conflict in the workplace, and especially those in supervisory or management roles. 

Your Tutor

Your tutor is Dr. Mike Clayton. As a senior manager at international consulting firm, Deloitte, Mike had to deal with conflict among staff, and with clients, and even among clients. But more important, as a senior representative of his firm and a program leader, he needed to avoid escalation of conflict.

Now, as a trainer and facilitator, he has been applying what he learned and teaching it to others. This course represents 15 years' experience of what tools students find most helpful, and 25 years experience in business, managing conflicts large and small.

We have you covered

However, it's not all been plain sailing. Three times in 25 years, Mike has had to use his own 'Breakdown Routine' to the breakdown of a professional relationship. Three times it worked. And managers and leaders he has coached have used it with equal success.

So, you see, we have you covered. This course will give you the tools to:

  • Prevent conflict
  • Reduce and reverse its escalation
  • Handle full blown conflict
  • and... recover from the effects of a conflict-induced relationship breakdown

And What if you have questions? 

I will be on hand to answer your questions if you get stuck, puzzled, or just want to know more. As a professional trainer, this is what I do, and I promise to respond within 24 hours of your question arriving with me from Simpliv. 

Enroll Now 

Enroll for this course now, so you can start to regain control of your life straight away.

Who is the target audience?

  • Managers and supervisors at all levels
Basic knowledge
  • No pre-requisites. If you're in the world of work, or soon to enter it, you're ready for this course
What you will learn
  • Recognize the signs of conflict early, so you have a chance to stop it
  • Reduce the incidence of conflict, by listening well
  • Understand how conflict escalates, so you can stay calm and stop the escalation
  • De-escalate conflict, so you bring your relationship back to normal
  • Resolve conflict, using a variety of strategies and tactics
  • Develop your resistance to being drawn into conflict
Curriculum
Number of Lectures: 22
Total Duration: 01:26:48
Introduction to Your Conflict Management Course
  • Welcome to the Course  

    Welcome to the course:

    1. Your course tutor, Dr Mike Clayton
    2. What you will be able to do at the end of your course
    3. The main topics you'll learn
    4. Practicing your skills: Your Conflict Log
  • What are Conflict and Conflict Management?  

    Before we get started, we need to define our terms.

    What are conflict and conflict management?


Understand the Keys to Conflict
  • The Rational and Irrational Sources of Conflict  

    We will look at the rational and irrational reasons why conflict occurs.

  • The Effects of Respect on Conflict  

    One of the principle keys to conflict is respect.

    It will help you understand:

    • why conflict starts
    • why it perpetuates
    • how to avoid it
    • how to de-escalate it


  • How to Use Respect to Help Resolve Conflict  

    The way you respond to conflict signals your levels of respect.

    Here is some simple-to-apply guidance on:

    • What to focus on
    • Simple language choices
How Misunderstandings Arise... and the Solution
  • How Communication Works  

    When you understand how human communication works, you'll start to see its role in causing or reducing conflict.

  • How we Listen: The Four Listening Levels  

    Listening is the primary skill of a great communicator. It is also the main tool for avoiding or e-escalating conflict.

    In this lesson you'll learn the four levels of listening.

  • How to Listen Well  

    In the last lesson, you learned about the levels of listening and what good listening means. Now it's time to learn how to listen well, and transform the quality of your listening.

Personality Types in Conflict
  • How Personality Types Conflict  

    Opposites don't attract. They clash.

    Here, you'll learn about some examples.

  • How Specific Personalities Clash at Work  

    In this lesson, we'll go into personality clash in greater detail. You'll learn a simple model of personality styles, and how they create clashes.

  • How to Avoid Personality Clash  

    Following the last lesson, we'll look at a third dimension to personality styles, and how you can use it to avoid personality clashes.

Escalation of Conflict
  • Resistance: It's Not Conflict... yet.  

    Resistance isn't conflict... yet.

    Here we'll look at what it is and start to understand a framework for handling it well, before it turns into conflict.

  • The Onion Model of Resistance  

    In this lecture, you'll learn the Onion Model of Resistance.

    This will allow you to recognize the type of resistance you are getting, and then respond in an appropriate way.


  • The Signs of Conflict Escalation  

    You'll learn to spot the body language that indicates tensions are rising and conflict is imminent.

    When you can do that, you'll be able to start the de-escalation process earlier, and so be more effective. 

    You'll also learn about the stages of escalation.

De-escalating Conflict
  • The Strategies for Handling Conflict  

    We're at the core of the program now.

    Here are seven strategies for handling conflict.

  • Conflict De-escalation Process  

    This is another key lesson. 

    You will learn the process for de-escalating from full conflict, back to a resolution.

  • Conflict Handling Modes - The Thomas-Kilmann Model  

    When you respond to conflict, you can adopt five distinct modes. In this lesson, you'll learn what they are. In the next one, you'll learn when each one is most suitable.

  • The Five Thomas-Kilmann Modes  

    In the last lesson, you learned about the five distinct modes. In this lesson, you'll learn when each one is most suitable.

  • Getting Help from a Third Party  

    Two of our seven strategies for dealing with conflict involve engaging a third party. In this lesson, you'll learn more about each one.

  • How to Recover from a Broken (Professional) Relationship  

    I hope you'll never need this. But, over a long career, you almost certainly will.

    If a working relationship breaks down, this ten-step Breakdown Routine will give you a road-map to follow, for restoring it.

Closing Section
  • Good Conflict and Bad Conflict  

    Conflict isn't always bad, and in this lesson, I'll remind you why not, before you finish the program.

  • The Secret to Avoiding Conflict  

    To end the program, I'll do more than wish you well and say goodbye. I'll share my secret to avoiding conflict.

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