Award Crest
York College

Programme Description

In every work environment we all have to deal with difficult situations involving customers, suppliers or colleagues, be they our bosses, our peers or within the teams that we lead and manage.

Because every situation is different we all need to develop a range of approaches that we can use to deal with them effectively, resolving them in the best possible way for all concerned.

This workshop has been designed to present and discuss different types of conflict and explore a range of appropriate approaches. Importantly, it provides a range of exercises to allow delegates to try out different approaches in a safe but challenging environment, to see what works best for them as individuals.

Programme Content

The following topics will be covered:

Understanding conflict

  • What we mean by conflict
  • Warning signals and symptoms
  • The options of Fight, Flight Freeze or Face
  • Conflicts and relationships
  • The inevitability of conflicts
  • Why conflicts can be beneficial

Organisational requirements

  • An organisational approach to conflict
  • Competencies, both positive and negative
  • Important processes
  • Understanding your authority
  • The importance of organisational learning

Understanding people

  • Different behaviours
  • Our behaviour vs. their behaviour
  • Where our behaviours start
  • Things to remember
  • Different personas

Approaches for dealing with conflict

  • Analysing each situation
  • Tank – confrontational and angry
  • Sniper – taking pot shots
  • Know-it-all – seldom in doubt
  • Think they know-it-all – but only just
  • Grenade person – quick to explode
  • Yes person – but without thinking
  • Maybe person – always on the fence
  • Nothing person – zero contribution
  • No person – bringer of despair
  • Whingers – overwhelmed by the world
  • Learning how to listen
  • Working toward a win-win outcome
  • Being assertive, without being aggressive

Particular challenges

  • Our bosses
  • Our peers
  • Our customers

Wrap up

  • Review of objectives
  • Feedback

Course Objectives

Participants will learn how to:

  • Improve their confidence in dealing effectively with conflicts
  • Apply approaches best suited to the specific situation and person
  • Work toward shared, positive outcomes where possible
  • Further develop their abilities in the future

Programme Delivery

This course will run 9.00am to 4.30pm at York College

Programme Assessment

Continual checking of knowledge and understanding through group discussions and question, plus several exercises to ensure that the delegate is meeting the learning objectives.

Programme Delivery and Costs

This course is delivered over 1 day – 9.00am to 4.30pm

Individual cost: £95.00 per delegate

Next Course Dates

11th April 2019

Further Information and Booking

If you're interested in this course then please contact us on:

Business Development Unit,
York College,
Sim Balk Lane,
YO23 2BB

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Tel: 01904 770368.

Course Enquiry

Please type your full name.
Invalid email address.
Please tell us about your enquiry