Conflict Handling Master

In-Person/Online

3 Days

English/Arabic

Learning Objectives

Identify the conflict and what conflict resolution means
Familiarity with the phases of the conflict resolution process
Identify the five main styles of conflict resolution
Explore how Emotional Intelligence (EQ) is relevant to managing conflict
Define how to analyze your personal strengths & weaknesses in Emotional Intelligence
Master communication tools such as the agreement frame and open questions
Define how to use conflict resolution tools to prevent conflict.
Strategic Disputes Management

In-Person/Online

3 Days

English/Arabic

Learning Objectives

Identify the role of office managers and the main responsibilities.
Use several tools to plan, manage time and priorities.
Practice planning office requirements.
Prepare effective meeting documentation.
Discuss administrative processes and procedures.
Present the information/reports in several formats.
Recognize the impact of stakeholders and manage their communication.
Identify different behavioral styles for better communication.

Modules

Module 1: Understanding the Nature of Conflicts

Understanding emotions & attitudes relevance to conflicts
Types of conflicts (are all conflicts bad?)
Psychological difficulties and triggers to conflicts
Conflict resilience quotient (CRQ)
Conflict dynamics profile (CDP)
Team conflict competence model
Organizational conflict management competence model
The cost of conflicts (strategic equations)
Discover your conflict style (Thomas Kilmann)

Module 2: Conflict Escalations and Forms

Fredrich glasl conflict escalation model
Interventions forms and impacts
Destructive behaviors conflict games

Module 3: Strategic Disputes Management

4 constructive conflict engagement behavioral elements
Getting to the root cause
Generating options

Module 4: Conflict Resolution Process

The 8-steps method for team agreements
Formulas for preventive conflict based culture
Role of emotional intelligence in conflict resolution
Role of communication in conflict management
Control your emotions before they control you
Focusing on individual and shared needs
Stress and anger management techniques
The agreement frame