Types of Conflict
• Investigate the spectrum of conflict Three main types of conflict:
o Inner – Understanding the differences individuals have that causes conflict
o Interpersonal – Dealing with differences individuals: Culture, personality, generational
o Group- Caused by differing goals, role ambiguity, not identifying the bigger picture

Open Conflict vs. Hidden Conflict
There are two ways of dealing with conflict. We can be open and up front about it or we can keep it hidden and let it smoulder inside us.

• Overt (open) conflict may arise due to such factors as:
o Misunderstandings or differing assumptions and perceptions. This presents an opportunity for clarification and a better understanding of oneself and others.
o Different management styles, behavior patterns, and interpersonal relations can prevent collaboration or the move toward common goals. Here is an opportunity for improving interpersonal relationships, clarifying differences in approach, and creating mutual trust and concern.
o A conflict of goals that is significant and real.

• Hidden, suppressed, or covert conflict is more difficult to deal with because it may even be hidden from the person who is conflicted (as in inner conflict), and there is never an opportunity to talk it through or to come to terms with it.

Spontaneous and Reflective Action
• The difference between reflective and spontaneous behaviour can be seen by comparing the way people think with the way they write. Typically the difference is not only in vocabulary, but also in the way in which they express themselves. 
 
The Johari Window
• Developing an understanding of what drives others, their personality, communication styles, approaches to tasks
• Through the Johari Window you explore where difference exists and how this can lead to conflict
 
Stages of Conflict
• Assessing the impact of the five stages of conflict and positive impacts that can be made to address the conflict
• Latent conflict: At this stage, the foundation for conflict exists but has not been openly expressed or acknowledged by either side
• Perceived conflict: The cause of the conflict is recognized
• Felt conflict: Tension builds at this stage
• Manifest conflict: the tension manifests in more visible outcomes
• Conflict aftermath: The steps that lead to immediate conflict resolution but it may appear again, if root causes are not addressed
 
Conflict Outcomes
• Identifying the four outcomes of conflict resolution and strategies for addressing each outcome:
o Lose-Lose
o Win-Lose
o Lose-Win
o Win-Win
 
Conflict Resolution Style Questionnaire
• Undertaking an assessment to identify individual approaches to conflict resolution
• Assessing the pros and cons of each approach
• Using the results to identify approaches of others and how to focus on mutual win-wins
 
The Role of Communication in Conflict Resolution
• The most common causes of conflict include a breakdown in communication, or sometimes just a lack of communication, between individuals and groups. What we say isn’t always what the other person hears. Our message goes through a complicated system of filters and outside influences before it reaches the recipient. We must always clarify that the person has received the message that we intended to send.
• Identifying sources of communication breakdown
• The impact of filters on a message
• Establishing positive intent
 
Active Listening Skills
• The difference between hearing and active listening
• Using the skills of empathy, social awareness and self-awareness to identify what is not being said
• Using active listening to uncover meaning and to check assumptions made 
 
Tips for Becoming a Better Listener
• Becoming a better active listener through enhanced listening skills
 
Paraphrasing Skills
• An essential skill in conflict resolution. It means restating what you heard back to the person you are speaking with. Paraphrasing helps you ensure that you’re hearing the other person, and it can make sure the other person feels heard.
 
Powerful Questions
• The use of questions and proving techniques, to elicit what is being said and exploring options for resolving situations
• Leveraging socratic questioning technique: closed versus open question types
 
Body Language
• Developing an insight into body language and its impact on conflict
• Reading the body language of others and what to do if the conflict is not face to face and no body language exists
• Reading clues in body language
 
The Conflict/Opportunity Test
• Role play, questions that can help identify the benefits of a conflict.
• Explore common work place conflict and identify solutions to existing or past situations
 
Conflict and Its Resolution
• Formalizing a stage by stage approach to conflict resolution, providing a framework to apply back in the workplace
o Identify the problem
o Identify the common goal
o Assess the needs
o Explore all assumptions
o Brainstorm outcomes and select an option
 
Helping Others through Conflict
• Developing the correct attitude to facilitate others through the conflict process
• Developing an insight into your hot buttons
• Managing, not controlling your emotions
• Bridging the gap and taking pragmatic steps towards a win-win outcome
 
Workshop Wrap-Up
• Creating a personal action plan.