Today, various situations at work can be labelled as 'conflict', from two colleagues not feeling at ease with eachother to plain and simple agressive behaviour. It is nevertheless interesting to distinguish different phases in the process of conflict, according to the level of aggressiveness and hostility. Because the different phases need to be dealt with in different ways, it is vital to identify them in order to resolve conflict effectively - which is the aim of this session.
By the end of this course, you will gain an understanding of:
- how to deal with tension, crisis and conflict
- how to identify the causes and symptoms of conflict
- the characteristics of each type of situation