Conflict is a natural feature of human communication. Often we see conflict as negative, and it is true, conflict that is not handled well can have a devastating impact on staff morale and productivity, as well as customer-relations. However when conflict is managed well, it can lead to increased creativity and enthusiasm amongst workers.
This course is of immense practical value to you if you work with other people, whether colleagues or customers. You will learn how to identify conflict, and understand the different types of conflict that occur at work. There is a strong focus on practical skills to resolve conflicts. You will discover what your preferred conflict management style is, and the situations where it is most suitable.
Some insights as to what this course will focus on, with regard to conflict management in the workplace.
This is an opportunity to get to know me, why I am passionate about teaching, and why I believe that conflict management is crucial to a productive workplace.
An understanding about what makes up conflicts, and who can be in conflict at the workplace.
Exploring the short- and long-term consequences of conflict, which can impact the wider team or organisation.
While there are many reasons for conflict, they all fall under the three main ones that we discuss in this lecture.
Here you are guided to reflect and identify the issues that are most likely to lead to conflict in your individual case.
Exploring how the fact that work is made up of different personalities and ways of looking at life and work can contribute to conflict.
Understanding the two types of conflict, cognitive and emotional, and how approaching conflict in one way can be more productive.
Analysing how focusing on personal need or else focusing on a preferred solution can impact conflict.
Examining the different stages of group development, and how the type of conflict is often different depending on the life stage of the group or team.
Delving into one of the most harmful consequences of avoiding conflict.
Exploring that many benefits of conflict that is managed well, and how we can use disagreements as a huge benefit.
Understanding further the destructive elements of conflict, with the aim being to prevent then happening, and instead use conflict as a positive.
Looking into the ways in which we can change the course of conflict, to make it into an occurrence that benefits all the people involved, and actually strengthens the team.
A case study of conflict at work is presented here, and students are urged to consider the questions at the end. This is an opportunity to apply the points presented so far in the lectures.
Please complete the questionnaire available here, so you can work out your preferred conflict management style.
Understanding the advantages and disadvantages of each conflict management style, and how they are each suitable in particular types of situations. There is also a practical exercise to complete, so you can reflect on ways to resolve conflict more effectively.
Exploring 3 potential outcomes to conflict, and reflecting on two case studies to understand how to achieve a win-win outcome.
Delving into the advantages of an informal resolution to conflict, and how to achieve this.
Outlining a 6-step process to resolving conflict at work, which is effective in the vast majority of conflict situations. Also a practical tasks to support you embed this learning:
a) Use the checklist to help you manage conflict resolution conversations.
b) Use the reflection document to help you focus on a specific issue at each step of the conflict resolution process.
Examining specific communication techniques, and how you can use the to effectively resolve conflict at work.
Exploring different ways forward when conflict persists, even after enacting the 6-step process and using the recommending communication techniques.
Understanding what mediation is, and how it can be a valuable option to pursue in complex conflicts or ones that have escalated.
If you don't take anything else with you from this course, take this: The 7 Ps for managers, and you will be able to effectively resolve conflict at work. There is also a worksheet to help you identify how to develop your Ps.
Outlining the main conclusions and takeaways from the course. I strongly encourage you to complete the worksheet, so you can reflect on your strengths and areas for improvement with regard to conflict management in the workplace.
I believe that, when managed effectively, people can be leaders' biggest resource. I am passionate about getting the best out of staff. Which is why I specialise in increasing employee engagement. I do this by coaching managers on how to engage their teams so they are motivated, efficient, and open to change. I also run several training workshops to equip managers, such as Coaching skills for managers and Managing staff with challenging behaviour.
I am a psychologist with experience in a range of challenging environments, as an employee and as a manager. Besides coaching and training, I have led on consultations, developed policies, and conducted research about motivation and work-related stress and burnout. I have also worked, and continue to do so, with fiver different UK and US universities.