Managing Conflict Online Course

Conflict is a normal part of any workplace environment, and properly dealt with or managed, can strengthen work teams and individuals.

Remote workplaces may have their own particular contexts which add to the distress caused by ineffectively managed conflict. Conflict occurs when there is disagreement or differences of opinions with others.

After completing the online components, and implementing the exercises, you should be able to:

  • Identify the features of conflict, including the stages of conflict escalation
  • Understand your personal style in effectively handling conflict
  • Know key appropriate strategies to effectively defuse and handle conflict
  • You will learn the techniques and skills in order to:
  • manage conflict effectively
  • manage your own reactions
  • differentiate between naturally occurring conflict and the more damaging and serious behaviours of bullying and harassment.

In this course you can explore some different ways of handling conflict, including issues such as expressing your feelings, building self-confidence and improving communication. The module is presented in seven discrete sections which contain background reading material together with suggested exercises which are to be completed before advancing to the next Learning Package.

Benefits of Effective Conflict Management

Organisations which handle conflict in an open and healthy way tend to be more relaxed and have an open atmosphere in which people feel free to express their views. Research shows such workplaces are more vital, have strong communication pathways and high productivity. They also engender empowerment of employees and have effective problem solving mechanisms. Those who work in organisations with effective grievance and conflict handling processes typically report higher job satisfaction and a sense of achievement.

Rather than asking how much it costs to implement the measures which promote healthy conflict resolution in our workplaces, we should instead ask how we can afford not to implement these measures!

Learning Packages

Package 1 - What is conflict and what does it look like in the workplace

  • Definitions of workplace conflict
  • Features of poorly handled or unresolved conflict
  • Features of effectively handled conflict

Learning Package One - Notes
Team Building Techniques - Workplace Conflict
Video - Overview on Conflict Management
Video - How to Deal with Difficult People at Work

Package 2 - Bullying behaviour in the workplace

  • What is bullying behaviour
  • Features of bullying behaviour in the workplace
  • The effects of bullying behaviour
  • Costs of workplace bullying
  • Dealing with bullying in the workplace
  • Getting help

Learning Package Two - Notes
Violence, Harassment and Bullying - Australian Human Rights Commission file

Package 3 - Personality differences and conflict handling styles

  • Understanding the theory of conflict handling styles
  • In what ways does personality affect the way people handle conflict?
  • How we behave when in conflict

Learning Package Three - Notes
“Culture at Work”, an American Consulting Firm Specialising in Conflict Resolution and Mediation Services file
Training module on conflict management

Package 4 - Stages of conflict development

  • Conflict develops
  • Appropriate strategies which can be effectively used at each stage
  • External help (Mediation) is best sought

Learning Package Four - Notes
A publication which provides useful material on the current field of conflict resolution and has an organisational context.

Package 5 - A model for conflict handling

Package 6 - Managing your responses

Package 7 - Assertive communication

  • Active listening
  • Common mistakes in listening
  • Reflecting content
  • Reflecting feelings

    Conclusion

  • Respond to criticism with empathy
  • Own what’s yours
  • Features of assertive communication
  • The Five Principles of Assertive Behaviour

Learning Package Seven - Notes
Identifying and Responding to to Hostile Language

Conclusion

Through the reading material and exercises in this module, you will have learnt how to manage and resolve conflict in your personal and work relationships through the use of key conflict resolution skills. Together with these skills and the knowledge of your own personal interaction style, you will be able to more effectively resolve conflict.

Importantly, you will have gained some broader knowledge of the approaches which others have found to work. Some of these approaches will work for you fairly quickly, and others will take some time to develop fully. It is an ongoing journey of growth and development.

By now you will realise too that not everybody acts and reacts in the same way and what works for one person may not work as effectively for you. Refine those techniques which seem a good ‘fit’ for you, and discard those which are not as suitable for you.

Evaluation

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Evaluation Survey

Certificate

For certificate of completion of this course, please contact Dr Annmaree Wilson, Senior Clinical Psychologist, CRANAplus Bush Support Services, at: scp@crana.org.au