Conflict Resolution Strategies And Implementation Plans Training

Objectives:
• Understand the definition and nature of conflict
• Identify the sources and types of conflict in the workplace
• Recognise the importance of conflict resolution skills
• Explore the impact of unresolved conflict on organisational performance

Topics:
• What is conflict? Definitions and key concepts
• Sources of conflict: structural, personal, and communication factors
• Types of conflict: interpersonal, intrapersonal, and intergroup
• The cost of conflict: productivity, morale, and retention
• Overview of conflict resolution as a core competency
• Introduction to the unit standard 117855 and learning outcomes

Objectives:
• Describe classic conflict resolution models
• Understand the Thomas-Kilmann Instrument (TKI) and its five modes
• Apply theoretical frameworks to real-world scenarios
• Evaluate the strengths and limitations of each model

Topics:
• The conflict process: stages from latent to manifest
• Thomas-Kilmann Conflict Mode Instrument: competing, collaborating, compromising, avoiding, accommodating
• Interest-based relational (IBR) approach
• The dual-concern model
• Situational factors influencing mode selection
• Practical exercise: identifying personal conflict style

Objectives:
• Develop active listening techniques
• Use assertive communication to express needs
• Apply non-verbal communication awareness
• Manage emotions during difficult conversations

Topics:
• Barriers to effective communication in conflict
• Active listening: paraphrasing, reflecting, and summarising
• Assertive communication: 'I' statements and respectful expression
• Non-verbal cues: body language, tone, and eye contact
• Emotional intelligence and self-regulation
• Role-play: practising dialogue in conflict scenarios

Objectives:
• Differentiate between positional and interest-based negotiation
• Apply principled negotiation (Harvard method)
• Use collaborative problem-solving steps
• Generate win-win outcomes

Topics:
• Positions vs. interests: uncovering underlying needs
• The seven elements of principled negotiation
• BATNA, WATNA, and ZOPA concepts
• Brainstorming and option generation
• Building consensus and reaching agreement
• Case study: negotiating a resource allocation conflict

Objectives:
• Understand the role of a mediator in conflict resolution
• Outline the mediation process and stages
• Demonstrate impartiality and neutrality
• Practice mediation techniques in simulated disputes

Topics:
• When to use mediation: voluntary, confidential, and structured
• Stages of mediation: opening, storytelling, problem-solving, agreement
• Mediator skills: reframing, summarising, and reality testing
• Caucusing and joint sessions
• Ethics and boundaries for third-party interveners
• Simulated mediation exercise

Objectives:
• Recognise common difficult behaviours in conflict
• Develop strategies for de-escalation
• Manage anger and strong emotions constructively
• Maintain professionalism under pressure

Topics:
• Personality clashes and conflict triggers
• Dealing with aggressive, passive, and passive-aggressive behaviour
• De-escalation techniques: calm tone, empathy, and pacing
• Anger management: cooling-off strategies and reframing
• Building resilience and emotional regulation
• Role-play: handling a heated disagreement

Objectives:
• Identify sources of team conflict
• Apply group facilitation techniques
• Foster a collaborative team culture
• Address and resolve groupthink and polarisation

Topics:
• Common causes of team conflict: roles, norms, and resources
• Facilitation skills for group discussions
• Techniques for building psychological safety
• Addressing groupthink and encouraging diverse perspectives
• Team problem-solving and decision-making models
• Workshop: resolving a team-based conflict scenario

Objectives:
• Understand cultural dimensions affecting conflict
• Adapt conflict resolution approaches for diversity
• Recognise unconscious bias and its impact
• Promote inclusive communication

Topics:
• Hofstede's cultural dimensions: power distance, individualism, etc.
• High-context vs. low-context communication styles
• Unconscious bias and stereotyping in conflict
• Culturally sensitive mediation and negotiation
• South African workplace diversity: race, language, and generation
• Case study: cross-cultural misunderstanding resolution

Objectives:
• Analyse organisational conflict resolution needs
• Design a formal grievance and dispute resolution process
• Integrate conflict resolution into organisational policies
• Identify key stakeholders and champions

Topics:
• Conflict resolution system design (CRSD) principles
• Alternative dispute resolution (ADR) options: mediation, arbitration, ombuds
• Developing a step-by-step grievance procedure
• Policy writing: scope, roles, and confidentiality
• Stakeholder engagement and buy-in strategies
• Drafting a conflict resolution policy framework

Objectives:
• Create a phased implementation plan for conflict resolution initiatives
• Apply change management models to support adoption
• Identify risks and mitigation strategies
• Develop training and communication plans

Topics:
• Implementation planning: timeline, resources, milestones
• Change management models (e.g., Kotter's 8 steps)
• Communication strategies for rollout
• Training needs analysis and upskilling staff
• Risk assessment and contingency planning
• Group activity: building a mock implementation plan

Objectives:
• Define key performance indicators (KPIs) for conflict resolution
• Collect and analyse data on conflict incidents and resolution
• Conduct feedback loops and lessons learned
• Adjust strategies based on evaluation outcomes

Topics:
• Measuring conflict resolution effectiveness: metrics and surveys
• Data collection methods: incident reports, satisfaction scores
• Continuous improvement cycle (Plan-Do-Check-Act)
• Conducting after-action reviews and debriefs
• Reporting to management and stakeholders
• Case study: evaluating a conflict resolution programme

Objectives:
• Synthesise all course content into a personal action plan
• Prepare for unit standard assessment requirements
• Demonstrate competence through a summative exercise
• Reflect on learning and future application

Topics:
• Review of key concepts and models
• Personal conflict resolution action plan development
• Portfolio of evidence requirements for unit standard 117855
• Summative assessment: scenario-based case study and presentation
• Peer feedback and group discussion
• Course evaluation and certification guidance