Monday, November 7, 2011

Managing Conflict in the Workplace

Conflict happens when personalities clash,
when team members perceive interference
from one another, when employees feel
unable to progress due to anothers actions.
Conflict involves an ongoing situation, unlike
a dispute, which is a one-off incident. If a
dispute goes unresolved, it can cause a
conflict situation. This state of affairs, if left
unresolved, can escalate quickly & create a
potentially dangerous workplace situation.
Date: 16 December 2011-Friday
Time: 9am to 5pm
Venue: River View Hotel,Havelock Road
Nearest MRT: Tiong Bahru
Program outline
      Causes of conflict
External Factor
        Demanding Customers
        Unreasonable Vendors
Internal Factors
        Peer pressure among colleagues
        Between staff & management
      How does conflict arise?
        Disagreement, Principles or Values
        Qualifications vs. Experience
        Psychological dissatisfaction
        Misunderstandings tied to miscommunication
      Personal dislikes, Beliefs
      When conflict happens?.
        Emotions get charged up
        Sides being formed / taken
        Real issues become blurred
        Staff gets demoralized
        Absenteeism & attrition rate increases
      Productivity falls/drops, Revenue affected
      Benefits to conflict
      Conflicts may not be that all bad..
      Helps to identify problems that may not have been known/noticed earlier
      Brings about change (positive)
      Helps clarify goals of the company
      Opportunity for growth, personal/leadership development
      Arouse creative decision making
      Possible reactions to conflict
      People react differently to conflict
      You can choose to Do nothing
      You can choose to Fight
      (exercising your power/rights)
      You can choose to Negotiate
      Steps for dispute/conflict resolution
      Step 1: Bring both parties together
      Step 2: Lay down the ground rules for the talk
      Step 3: Identify the issues at hand
      Step 4: Understanding both sides
      Step 5: Moving forward
      Step 6: Review the situation
      Listening skills  
      In-&-out listening. Literal listening.
      Empathetic listening.
      Handling different emotional situations
      anger, silence, gossips, threats etc.
      Be calm & supportive
      NEVER take sides by blaming other party
      Does person prefer to speak in private?
      Seek professional help if necessary
      Crisis management strategy
        Taking control of the situation
        Discuss & finding a resolution
        Debrief & review (processes & procedures)
     Factors influencing a conflict resolution
     Importance of the relationship between parties involved
     Importance of outcome  loss of job etc.
     Relative power of the parties involved
     Cost in terms of time, money etc.
     Beliefs/values of individual
Click HERE to download registration form cum brochure
Course Fee $399
Early Bird and Group Discounts
$329 per participant for 1 person sign up
$296.10 per participant for 2 persons sign up
$279.65 per participant for 3 or more persons sign up
Register Early: Fax: 6884 7640 (Registration)
Tel: 9241 4209 (Enquiries) Contact Benson
(Enquiries or Registration)
Name 1:___________________________________
Job title:___________________________________
Name 2:___________________________________
Job title:___________________________________
Name 3:___________________________________
Job title:___________________________________
Tel: ___________________Fax:________________
Contact Person: _________________Jobtitle:_______
Email: ______________________Co.Stamp:_______
Fees include course notes, training certificate, refreshment
and indigenous International buffet lunch at River Garden Coffee House
(Halal & Vegetarian meal provided)
Pay to: Corporate Training Development 
Mail: 25A Jalan Membina, #06-102, Singapore 162025

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