Conflict Management and Resolution

This course aims to equip participants with the knowledge, methods and techniques they can manage under conflicting conditions and to know what position to take in these situations.

Specific objectives:

At the end of this course participants will know:

•     Analyze in an integrated way the individual and organizational behaviors;
  
•     Identify the different types of conflicts;
  
•     Choose the techniques and behaviors that best fit the different situations;
  
•     Characterize different communication styles and choose the most correct style;
  
•     Identify and overcome the barriers to the relational process.
  

CONTENTS

1. Conflicts - definitions;
2. Conflicts and interpersonal relationships;
3. Types of conflicts;
4. Intra-personal, interpersonal and organizational conflicts;
5. The gradients;
6. Conflicts and frustration;
7. How to deal with conflicts;
8. Trust in the interpersonal relationship;
9. The different communication styles;
10. The styles aggressive, passive, manipulative and self-affirming.