Managing Conflict At Work – An Introduction

Managing workplace conflict, the self mediation approach.

Conflict Management Cluster

The primary goals of this conflict management training using mediation skills is:

• To learn new ways of thinking about conflict
• To think strategically about conflict rather than react blindly to it.
• To learn when, how and when not to use self mediation or managerial mediation to resolve conflict

Necessary Knowledge (Module 1)

Methodology:

• Pre event web based activity
• Facitlitation and instruction (Highly interactive)
• Video material
• Case studies and role plays
• The big picture
• The three conflict management systems
• The universal structure of conflict
• Professional and self-help mediation
• Beyond common sense: The nature of conflict
• Discovering our Wrong Reflexes
• The Retaliatory Cycle
• Video: Seeing the cycle, defining conflict, recognizing its costs
• Levels of conflict
• Why mediation works: The magic within the method
• The Conciliatory Cycle
• The Conflict Mountain
• The Forces toward Harmony
• A Paradigm Shift
• Preparing to take action
• Successful Conflict Conversations (Module 2): Self Mediation
• What, when, and why
• What is Self Mediation
• When to use Self Mediation
• Video: The Clash (revisited)
• Deciding to use Self Mediation
• Preparing the issue statement
• How to perform Self Mediation
• Step 1: Find a time to talk
• Video observation, skill practice
• Step 2: Plan the context
• Step 3: Talk it out
• Video observation, skill practice
• Step 4: Make a deal
• Video observation, skill practice