Objectives:

• To provide trainees with a clear picture of the processes involved in a conflict
• To improve confidence, competence, and flexibility in preventing and resolving conflict situations

• The definition of conflict; conflict signs and criteria; conflict and conflicting situations; types of conflicts, ‘structural' (built-in) conflicts
• Advantages and disadvantages of conflict; a controlled conflict and its potential
• Obvious and hidden causes of conflict; differences between causes of and pretexts for conflicts; diagnosing the causes of conflict; level of conflict: situation-trend-relationships
• Broadening the conflict perspective: a model for diagnosing the conflicting parties' motives
• Analysis of case studies and examples from participants

• Styles of behaviour in a conflict situation
  • Pros and cons of behaviour styles; when to use which style; short- and long-term consequences; identifying your:
    • Avoidance
    • Accommodation (concession)
    • Confrontation (rivalry)
    • Compromise
    • Cooperation: the win-win model
    • Positional bargaining and working with participants' interests: comparable efficiency
  • Analysis of participants' case studies and examples
• Communication skills for resolving conflict situations
  • Creating an atmosphere of security in conflict situations: how to converse with frustrated partners
  • Confrontation without risk: how to express your view on the problem without losing contact
  • Cooperative ways to resolve a conflict; motivation of the other party to find a solution; coordination of a joint plan and review of its implementation
  • Mediation in a conflict
  • Prevention of conflict; structural methods of conflict resolution
  • Analysis of case studies and examples from participants