Conflict happens when personalities clash,
when team members perceive interference
from one another, when employees feel
unable to progress due to anothers actions.
Conflict involves an ongoing situation, unlike
a dispute, which is a one-off incident. If a
dispute goes unresolved, it can cause a
conflict situation. This state of affairs, if left
unresolved, can escalate quickly & create a
potentially dangerous workplace situation.
Date: 16 December 2011-Friday
Time: 9am to 5pm
Venue: River View Hotel,Havelock Road
Nearest MRT: Tiong Bahru
Program outline
Causes of conflict
External Factor
Demanding Customers
Unreasonable Vendors
Internal Factors
Peer pressure among colleagues
Between staff & management
How does conflict arise?
Disagreement, Principles or Values
Qualifications vs. Experience
Psychological dissatisfaction
Misunderstandings tied to miscommunication
Personal dislikes, Beliefs
When conflict happens?.
Emotions get charged up
Sides being formed / taken
Real issues become blurred
Staff gets demoralized
Absenteeism & attrition rate increases
Productivity falls/drops, Revenue affected
Benefits to conflict
Conflicts may not be that all bad..
Helps to identify problems that may not have been known/noticed earlier
Brings about change (positive)
Helps clarify goals of the company
Opportunity for growth, personal/leadership development
Arouse creative decision making
Possible reactions to conflict
People react differently to conflict
You can choose to Do nothing
You can choose to Fight
(exercising your power/rights)
You can choose to Negotiate
Steps for dispute/conflict resolution
Step 1: Bring both parties together
Step 2: Lay down the ground rules for the talk
Step 3: Identify the issues at hand
Step 4: Understanding both sides
Step 5: Moving forward
Step 6: Review the situation
Listening skills
In-&-out listening. Literal listening.
Empathetic listening.
Handling different emotional situations
anger, silence, gossips, threats etc.
Be calm & supportive
NEVER take sides by blaming other party
Does person prefer to speak in private?
Seek professional help if necessary
Crisis management strategy
Intervention
Taking control of the situation
Discuss & finding a resolution
Debrief & review (processes & procedures)
Prevention
Factors influencing a conflict resolution
strategy
Importance of the relationship between parties involved
Importance of outcome loss of job etc.
Relative power of the parties involved
Cost in terms of time, money etc.
Beliefs/values of individual
Course Fee $399
Early Bird and Group Discounts
$329 per participant for 1 person sign up
$296.10 per participant for 2 persons sign up
$279.65 per participant for 3 or more persons sign up
Register Early: Fax: 6884 7640 (Registration)
Tel: 9241 4209 (Enquiries) Contact Benson
Tel: 9241 4209 (Enquiries) Contact Benson
Email: sgtraininghub@singnet.com.sg
(Enquiries or Registration)
Name 1:___________________________________
Job title:___________________________________
Name 2:___________________________________
Job title:___________________________________
Name 3:___________________________________
Job title:___________________________________
Co:________________________________________
ADD:___________________________(S)_______
Tel: ___________________Fax:________________
Contact Person: _________________Jobtitle:_______
Email: ______________________Co.Stamp:_______
Fees include course notes, training certificate, refreshment
and indigenous International buffet lunch at River Garden Coffee House
(Halal & Vegetarian meal provided)
Pay to: Corporate Training Development
Mail: 25A Jalan Membina, #06-102, Singapore 162025
Mail: 25A Jalan Membina, #06-102, Singapore 162025
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