Session objectives:
On completion, Managers will:
- Be able to undertake difficult conversations confidently and assertively
- Understand how to conduct a two-way conversation
- Identify causes of conflict at work
- Understand how to recognise and resolve conflict
- Know how to promote a collaborative atmosphere
Indicative content:
- Emotional state – self and others
- Causes of conflict
- Stages of conflict
- Thomas Kilmann conflict resolution model
- Preparing for challenging discussions
- Key skills e.g. questioning, listening and assertiveness
