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/Online3 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
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