Description

This course is designed for managers, supervisors and team leaders who are responsible for preventing, identifying and managing conflict within the workplace. The course introduces the nature and common causes of workplace conflict and considers different types of conflict, including those arising from personality differences, leadership, performance and competition. Learners explore the stages through which conflict may develop, from initial discomfort and emergence through to escalation and crisis, together with early warning signs such as declining productivity, increased complaints, behavioural changes and absenteeism. Learners consider proactive and reactive management responsibilities and different ways individuals may respond to conflict, including avoidance, accommodation, competition, compromise and collaboration. The course explores approaches to managing informal complaints, formal grievances and dispute resolution, including bringing parties together, establishing ground rules, identifying issues, understanding different perspectives, agreeing appropriate resolutions and reviewing outcomes. The course also considers effective communication during difficult or emotionally charged situations, crisis management and recognising when workplace conflict may constitute bullying. Learners explore practical measures for preventing conflict, maintaining respectful working relationships and intervening appropriately before workplace issues escalate.

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