1 Day Primer

Course Objectives

There are two major myths about conflict: that it always involves anger and that it’s always negative. Conflict can actually be a positive tool for growth if you know how to manage it properly. This one-day course will teach participants just how to do that.

Who should attend?

Staff level employees, Team leaders, Supervisors, New Managers and SMME Business Owners

Course Outcomes

Upon completion of course, participants should be able to:

  • Understand conflict
  • Be able to identify the stages of conflict
  • Use LECSR to resolve conflict
  • Identify other ways to resolve conflict
  • Develop personal skills necessary to resolve conflict

Course Outline

What you will learn:

  • Defining conflict
  • Types of conflict
  • Benefits of conflict
  • Costs of conflict
  • The role of anger in conflict
  • The five stages of conflict
  • The LECSR tool
  • Setting norms and rules
  • Seven steps to ironing things out
  • Using mediation and facilitation
  • Confrontational facilitation
  • Managing differences collaboratively
  • Asking questions
  • Listening skills
  • Non-verbal communication
  • Problem solving tools
  • Managing anger and stress
  • Stress management techniques
  • Stress management through positive self-talk