The interdependencies that occur between organizational members invariably lead to conflict. How that conflict is managed often determines the future success of the relationship, department, group and even the corporation. Understanding the nature of conflict and its effects is a critical skill set in today's fast paced environment. Organizational conflict is both a common and expected occurrence. The costs associated with this conflict include lost productivity, strained relationships, poor resource utilization and the opportunity costs of the unfulfilled potential of the company's most important resources.
Conflict is often difficult to diagnose. Its source often eludes us and makes its resolution difficult at best. The temptation is to fix the symptoms of conflict with little attention devoted to its cause. Even though the short-term effects of conflict are almost always detrimental to the organization and its constituencies, the outcome of a proper diagnosis and action plan can lead to much more productive organizations.
Conflict must be understood as an opportunity to improve relationships within an organization. Moreover it provides the impetus for an examination of the policies, procedures and work processes throughout the organization as a means of improvement. The long-term goal is to develop conflict friendly organizations that recognize and understand the dynamics of conflict and its affects throughout the firm. Not all conflict can be resolved. Those conflicts must be managed to mitigate the risk associated with them.
- Develop an understanding of the dynamics and sources of organizational conflict
- Learn how conflict can be used as a catalyst for positive change
- Understand the uses of conflict resolution tools and techniques
- Acquire an understanding of conflict resolution systems
- Participants will be able to recognize and appreciate their own conflict handling styles
- The attendee will be able to discuss conflict handling styles.
- The attendee will be able to identify types and sources of organizational conflict.
- The attendee will be able to review methods of resolving organizational conflict.
9:00 a.m. - 9:10 a.m.
9:10 a.m. - 9:50 a.m.
II. Understanding Conflict
B. Dimensions And Characteristics
C. Stages Of Conflict Development
D. Consequences Of Organizational Conflict
E. Typical Responses To Organizational Conflict
9:50 a.m. - 10:50 a.m.
III. Types And Sources Of Organizational Conflict
10:50 a.m. - 11:05 a.m.
11:05 a.m. - 11:30 a.m.
IV. Conflict Handling Styles
11:30 a.m. - 12:00 p.m.
V. Identifying Your Personal Conflict Handling Style
12:00 p.m. - 1:00 p.m.
Lunch (On Your Own)
1:00 p.m. - 1:15 p.m.
VI. Methods Of Resolving Organizational Conflict
C. Process Consulting
1:15 p.m. - 2:00 p.m.
VII. Using Negotiation As A Conflict Resolution Tool
2:00 p.m. - 3:00 p.m.
VIII. Fundamentals Of Mediation
3:00 p.m. - 3:15 p.m.
3:15 p.m. - 3:30 p.m.
IX. Mediation Role Play
3:30 p.m. - 4:00 p.m.
X. Process Consulting As A Means Of Discovery And Resolution
4:00 p.m. - 4:15 p.m.
XI. Conflict Systems Design And The Role Of The Ombuds
4:15 p.m. - 4:30 p.m.
XII. Questions And Answers