Conflict/Behaviour Management

Conflict and Behaviour Management Course Outline

Course Title:

Effective Conflict and Behaviour Management

Course Duration:

Full-day (8 hours) or Two Half-days (4 hours each)

Course Objective:

To equip participants with the skills and techniques necessary to manage conflict and behaviour effectively in the workplace, promoting a positive and productive environment.

Target Audience:

Managers, team leaders, HR professionals, and any staff members involved in managing teams or dealing with interpersonal conflicts.

Course Content:

1. Introduction to Conflict and Behaviour Management

Importance of Managing Conflict and Behaviour
- Impact on workplace productivity and morale
- Role of managers and leaders in conflict resolution
Course Objectives and Overview
- What participants will learn and achieve

2. Understanding Conflict

Definition and Types of Conflict
- Different types of workplace conflicts (interpersonal, team, organisational)
Causes of Conflict
- Common sources of conflict in the workplace
- Identifying underlying issues

3. Conflict Resolution Styles

Five Conflict Resolution Styles
- Avoiding, accommodating, competing, compromising, and collaborating
Assessing Personal Conflict Style
- Self-assessment to identify personal conflict style
- Adapting styles to different situations

4. Communication Skills for Conflict Resolution

Effective Communication Techniques
- Active listening, empathy, and assertiveness
Non-verbal Communication
- Importance of body language and tone
Constructive Feedback
- Giving and receiving feedback effectively

5. Strategies for Conflict Resolution

Conflict Resolution Process
- Steps to resolve conflict: identify, discuss, resolve, and follow-up
Mediation and Negotiation Skills
- Techniques for mediating conflicts and negotiating solutions
Problem-Solving Approaches
- Collaborative problem-solving techniques

6. Managing Difficult Behaviours

Identifying Difficult Behaviours
- Common challenging behaviours in the workplace
Techniques for Managing Difficult Behaviours
- Strategies for dealing with passive, aggressive, and passive-aggressive behaviours
De-escalation Techniques
- Methods to calm tense situations and reduce conflict

7. Building a Positive Workplace Environment

Promoting a Culture of Respect and Collaboration
- Encouraging open communication and teamwork
Conflict Prevention Strategies
- Proactive measures to prevent conflicts from arising
Creating Behavioural Policies
- Establishing clear guidelines and expectations

8. Practical Application and Role-Playing

Role-Playing Exercises
- Simulated conflict scenarios and resolution techniques
Group Discussions and Feedback
- Debriefing and discussing different approaches
Case Studies
- Analysis of real-life conflict situations and their resolutions

9. Handling Conflict in Remote Teams (Optional)

Challenges of Remote Conflict Management
- Unique aspects of managing conflict in virtual teams
Strategies for Remote Conflict Resolution
- Tools and techniques for virtual communication and resolution

10. Summary and Q&A

Course Review
- Recap of key points covered in the course
- Discussion on best practices
Questions and Answers
- Addressing participant questions
- Clarification of any doubts

11. Assessment and Certification (Optional)

Knowledge Assessment
- Written or practical assessment to evaluate understanding
Certification
- Issuance of completion certificates to participants

Course Materials:

Handouts and manuals on conflict and behaviour management techniques
Access to relevant videos and online resources
Checklists and quick reference guides

Trainer:

Qualified and experienced trainer in conflict resolution and behavioural management

Training Methods: