Conflicts in the office or in any other workplace are inevitable, as conflicts are inherent in human relationships, regardless of the context in which they arise. The key issue is knowing how to manage and resolve them appropriately and in a satisfactory for all parties involved in the conflict. This course on Conflict Management and Resolution in the Workplace, will provide you with all the knowledge necessary to understand the conflict from a perspective constructive and positive, to be aware of the rules of conduct assertive in labour relations and to understand the importance of the communication and the social skills needed to manage conflicts in the office.
Cross-cutting
Communication
30 hours
Conflict Management and Resolution in the Workplace
Communication
30 hours
Introduction
Objectives
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Understanding the nature, causes and purpose of a proper conflict management at the office.
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To know manage and resolve conflicts in the office.
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Understanding the importance of the assertiveness in labour relations.
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To understand that the communication and the social skills are essential for managing conflicts effectively.
Table of Contents
TEACHING UNIT 1. CONFLICTS IN THE WORKPLACE? LEARN HOW TO MANAGE THEM
- Are there any conflicts in workplace relationships?
- Characteristics of conflicts
- What types of conflict are there?
- How to deal with conflicts
- Do you know how to recognise a conflict?
- Causes and consequences of conflicts
- Conflicts relating to homework
- Conflicts relating to interpersonal relationships
- What are the basic behaviours and signs associated with conflict?
- Treat conflict as an opportunity for change!
TEACHING UNIT 2. GUIDELINES FOR ASSERTIVE BEHAVIOUR IN THE WORKPLACE
- What types of responses are there in a verbal interaction?
- Verbal behaviour
- Non-verbal behaviour
- Assertiveness techniques
TEACHING UNIT 3. COMMUNICATION AND SOCIAL SKILLS FOR CONFLICT MANAGEMENT
- What is communication based on?
- There are different levels of communication – what are they?
- Myths, misconceptions and barriers to communication
- Learn about the foundations of social skills
- Skills for successful interaction: cognitive and behavioural
- Analyses problems and makes decisions
- Intellectual resources for conflict resolution
- Emotional resources for conflict resolution
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