Managing Difficult Conversations and Conflict
Conflict can arise for a number of reasons but the knock on effect can result in a breakdown in communication, anxiety, and emotional stress, not to mention the detrimental impact it can have on your organisations culture and individual or team performance.
Managers need to be able to plan and hold difficult conversations with members of their teams and their own managers to enable the most positive outcomes possible.
Through this module, we teach you the basic skills and behaviours needed to prepare, evaluate and enter a conversation with the intention of finding a resolution. You will feel more confident in managing conflict and approaching those often-avoided difficult conversations.
Learning Outcomes
• Understand why conflict arises and how to respond to conflict situations
• Identify the best way to raise issues and work through a conflict management and mapping process to identify strategies for resolving conflict
• Understand how to prepare for a conversation utilising the “emotional vs cognitive response”
• Understand the essential communication skills that underpin conflict management, focussing on the outcome,