Managing conflict in the workplace

About this course

This course will help delegates to understand what conflict is and why it occurs.  Attendees will consider the impact of unresolved conflict on the individuals involved, their colleagues and managers and will gain an insight into the role of the mediator.  By the end of the course attendees will recognise the steps they can take to avoid an escalation of destructive conflict. The group will also discuss the benefits of using mediation as a tool to resolve disputes.

Learning outcomes

• be able to identify conflict
• be able to identify where conflict is suitable for informal resolution
• be equipped with key skills to manage and resolve staff conflict
• be confident in understanding the steps in mediation and the role of the mediator