Context

The time and energy that conflicts take make them extremely expensive to any organization. Costs are high both personally and to the business.

There is a continuum ranging from small frictions on the one hand to conflicts that need professional care. In between those two poles there is an array of conflicts which are not important enough to justify official mediation yet or too happy to let them go by unattended. This is the area we will focus on.

This training shows the dynamics of how a conflict develops and shows a method to manage them both from the perspective of an external mediator and the point of view of those who are directly involved in the conflict.

Objectives

At the end of this program participants will:

• Have a framework to assess the importance of conflict management.
• Have a better understanding of the dynamics of conflict resolution.
• Master a methodology to deal with conflicts as an external mediator.
• Have a skill set to deal with conflicts when they are one of the conflicting parties.

Approach

• Calculating the monetary costs of conflicts to the organization of the participants.
• Input on conflict dynamics and key techniques for conflict resolution.
• Skill training in each of the aspects of conflict management.
• Applying models and techniques to cases participants currently deal with.
• Peercoaching as a means to deepen understanding.

Participants

Skills and attitudes that are crucial for conflict management depend on hierarchical level nor on the level of professional training. However the target population for this program consists primarily of managers and mediators.