Conflict in the Workplace and Change Management: HR’s Role
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Conflict in the Workplace and Change Management: HR’s Role Course
Introduction:
Conflict is inherent in the dynamics of nearly any workplace, arising from diverse personalities, interests, styles, and expectations. Managing conflict poses a challenge, and HR managers play a crucial role in ensuring its effective resolution.
This entails identifying the diverse sources of conflict and addressing them proactively before they escalate into major disputes. The process commences with an understanding of the two primary types of conflict prevalent in the workplace: interpersonal and organizational.
Course Objectives:
At the end of this 'Conflict in the Workplace and Change Management: HR’s Role' course, you will be able to :
- Understand the main sources of conflict
- Analyze and understand the nature of conflicts
- Describing appropriate techniques to manage conflict
- Implementing skills and strategies to manage and resolve conflict
- Develop the confidence to tackle conflict effectively
- Developing the attributes of a good conflict leader
- Handling customer complaints
Who Should Attend?
Conflict in the Workplace and Change Management: HR’s Role, is ideal for :
- All Human Resource (HR) Personnel
- Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could hurt performance, effectiveness, and relationships
- Junior / Middle Managers new to their role, or with experience but little previous training
Course Outlines:
Understanding Human Psychology and its Impact on Change Management
- What is Human Psychology?
- Tip of the Iceberg Concept
- Understanding Yourself
- Developing Self-awareness, Trust, and Communication
- How Attitudes are formed?
- Motivation at the Workplace and What Drives People to be Motivated
- The Key Drivers of Change
- The Need for Change Management
Putting Conflict into Perspective
- Reasons why conflicts develop
- A personal view of conflict and conflict resolution
- Emotions involved in a conflict situation
- Identifying and addressing factors that escalate conflict
Exploring Diversity when Dealing with Internal and External Customers
- Exploring cultural differences in our diverse society
- Addressing barriers to diversity
- ‘Mental Models’
- Prejudice
- Stereotypes
- Discrimination
Developing the Core Skills Needed to Successfully Prevent and Resolve Conflict
- Communicating effectively as a means of preventing and managing conflict
- Active listening
- Adapting to individual Personality Types as a conflict resolution skill
- Applying assertiveness skills to resolve conflict
Personal and Organizational Conflict Resolution Skills
- Examining a personal conflict situation
- Applying conflict resolution skills to a personal conflict situation
- Identifying preferred conflict handling styles
- Conflict-solving options (and when to use them)
- Additional strategies for reducing specific conflict
Dealing with Customer Complaints
- Basic principles for handling the irate customer
