In this course you will learn and practise the best technique for managing all types of conflicts that arise in a work team.
Identify the different types of conflict and how to deal with them.
Sound out the situation so that you can get the information you need to understand the real causes of the conflict.
Generate a spirit of participation between the two parties so that you can all look for feasible solutions.
Manage any barriers that may arise during the process.
Make effective and lasting agreements.
Capacity for analysis
Controlling the Interview
Aimed at managers of work teams who need to master conflict management techniques
Dirigido a todo profesional que tenga que gestionar equipos de alto rendimiento
1. HAS A CONFLICT ARISEN?
– Identify the types of conflict
– Ways of dealing with conflicts
2. THE CONFLICT MANAGEMENT PROCESS
3. THE PREPARATION
– Understanding the conflict
– Information sources
– Making a diagnosis
4. CREATING A SUITABLE ENVIRONMENT
– How to transmit trust?
– Communicating with the collaborator
5. DEFINING THE PROBLEM
– Describing the facts
– Managing difficult situations
6. LOOKING FOR SOLUTIONS
– Choosing the best option
– Controlling the decision-making process
7. MANAGING BARRIERS
– Identifying and managing barriers
– Summarising agreements
– Ensuring implementation
Once the theory has been covered, the student will have the chance to put it into practice with “almost” real customers. These customers will display natural behaviours and respond realistically to your decisions.
Once the practice has finished, each customer will give feedback to assist you to improve in the following exercises. At all times you will be able to see how your skills are developing. Why not give it a go?
MARIO, RAUL AND ANA
Mario, a manipulator, has managed to overload his colleague Javier with work, causing rising tension among the work team.
This inequality in the distribution of tasks is bringing results down.
As the person in charge, you have to resolve this situation. First, you will talk with Ana to get more information and then with Mario to try to resolve the conflict.
MARIO AND JAVIER
At the company where Acaimo and Javier work, there has been a redistribution of commercial areas.
Acaimo is currently in charge of Javier’s former area, something that Javier has not taken very well. This has created an unsustainable situation between the two: they don’t talk or collaborate.
Your responsibility as the person in charge is to try to solve this issue. First, you should meet with Acaimo to understand his position. Then you should do the same with Javier. Finally, you should meet with both to look for a solution to the conflict.