CONFLICT MANAGEMENT AND ARBITRATIONS

MODULES:

Introduction to Conflict Management:

• What is conflict
• Sources of Conflict
• Defining workplace conflict
• Types of Workplace Conflict

Conflict Anatomy

• Conflict analysis worksheet.
• Cost of conflict
• The Four possible conflict outcomes.
• Conflict resolution styles.
• Potential benefits of conflict.

The Language of conflict resolution:

• The importance of using the right language when resolving conflict.
• The six fundamental conflict resolution languages.

The Conflict resolution process:

Mediating conflict:

• What is mediation?
• Characteristics of a mediator
• Key mediation tips.
• The Four steps of mediation