Edward Deming, the father of quality management, has said that people can face almost any problem except the problem of. They can work long hours, face declining business, even the loss of a job, but they can’t deal with the difficult people in their lives. This workshop will help you identify some of the ways you may be contributing to these problems and give you some strategies you can adopt, at work and in your personal life. 

Levels: Essentials Intermediate Advanced

Course Outline

 Module 1: Defining conflict 

Module 2: Types of conflict 

Module 3: Benefits of conflict 

Module 4: Costs of conflict 

Module 5: The role of anger in conflict 

Module 6: The five stages of conflict 

Module 7: The LECSR tool 

 SAQA US ID: 114226 – Interpret and manage conflicts within the workplace 

 Module 8: Setting norms and rules 

Module 9: Seven steps to ironing things out 

Module 10: Using mediation and facilitation 

Module 11: Confrontational facilitation 

Module 12: Managing differences collaboratively 

Module 13: Asking questions 

Module 14: Listening skills 

Get the course outline PDF