Conflict in the Workplace and Change Management: HR’s Role

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Conflict in the Workplace and Change Management: HR’s Role Course
Introduction:
Conflict is an inherent aspect of almost any workplace, stemming from diverse personalities, interests, styles, and expectations. Effectively managing conflict poses a challenge, and it is the responsibility of HR managers to ensure its resolution.
This entails identifying the different sources of conflict and proactively mediating their causes before they escalate into major disputes. The process begins with comprehending the two primary types of conflict that frequently arise in the workplace: interpersonal and organizational conflicts. By understanding these distinctions, HR managers can address conflicts in a targeted and constructive manner.
Course Objectives:
At the end of this 'Conflict in the Workplace and Change Management: HR’s Role' course , you will be able to :
- Understand the main sources of conflict
- Analyze and understand the nature of conflicts
- Describing appropriate techniques to manage conflict
- Implementing skills and strategies to manage and resolve conflict
- Develop the confidence to tackle conflict effectively
- Developing the attributes of a good conflict leader
- Handling customer complaints
Who Should Attend?
Conflict in the Workplace and Change Management: HR’s Role, is ideal for :
- All Human Resource (HR) Personnel
- Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could have a negative impact on performance, effectiveness and relationships
- Junior / Middle Managers new to their role, or with experience but little previous training
Course Outlines:
Understanding Human Psychology and its Impact on Change Management
- What is Human Psychology?
- Tip of the Iceberg Concept
- Understanding Yourself
- Developing Self-awareness, Trust and Communication
- How Attitudes are formed?
- Motivation at the Workplace and What Drives People to be Motivated
- The Key Drivers of Change
- The Need for Change Management
Putting Conflict into Perspective
- Reasons why conflicts develop
- A personal view of conflict and conflict resolution
- Emotions involved in a conflict situation
- Identifying and addressing factors which escalate conflict
Exploring Diversity when Dealing with Internal and External Customers
- Exploring cultural differences in our diverse society
- Addressing barriers to diversity
- ‘Mental Models’
- Prejudice
- Stereotypes
- Discrimination
Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
- Communicating effectively as a means of preventing and managing conflict
- Active listening
- Adapting to individual Personality Types as a conflict resolution skill
- Applying assertiveness skills to resolve conflict
Personal and Organizational Conflict Resolution Skills
- Examining a personal conflict situation
- Applying conflict resolution skills to a personal conflict situation
- Identifying preferred conflict handling styles
- Conflict solving options (and when to use them)
- Additional strategies for reducing specific conflict
Dealing with Customer Complaints
- Basic principles for handling the irate customer