Course Content

1.  Are we having conflict?

• Understanding conflict
• Signs, stages and causes of conflicts
• Point of contention

2. My Role in conflict

• Individual roles and accountabilities for managing conflicts
• Identify roles and responsibilities of team members to minimise sources of conflicts that may affect team performance
• Team leader roles and accountabilities for managing conflicts

3.  Let’s resolve conflict

• Conflict management techniques
• Facilitation, communication and negotiation methods for managing conflicts
• Legal and ethical considerations relating to conflict management
• Work with affected team members to resolve conflicts

4. Find helping resources to resolve conflict

• Research sources of internal and external assistance to resolve the conflicts
• Organisational policies and procedures which provide clarification or assistance in relation to the management of conflict

5. Document and Monitor Conflict Management Progress

• Write reports, including comprehensive details of the conflicts, the parties involved, discussions with all parties and the management
• Monitor and review agreed actions to resolve conflicts