Conflict solving
Effect for participants:
- They will learn to use communication features that promote conflict resolution.
- They will learn to eliminate communication features that support conflict resolution.
- They will learn to practice constructive solutions to conflict situations.
- They will realize the pros and cons of their preferred style of conflict resolution and identify their own opportunities for change and development.
- They will learn to prevent and manage conflict situations using techniques of assertive communication.
- They will acquire effective ways of dealing with stress present in a conflict situation.
Content frame:
Conflict
- Basic principles
- Types of conflicts
Interpersonal conflict
- Negative aspects
- Positive aspects
- Conflict prevention
Course of conflict
- Elements that influence course of conflict
- Phases of conflict development
Conflict solving
- Possibles outcomes of the conflict
- Reactions that support conflicts
- Reactions that help to solve conflicts
- Steps in conflict resolution
- Basis in conflict resolution
- Basic strategies of conflict resolution
- Five basic styles of conflict resolution
Communication skills in conflict resolution
- Principles of effective communication
- Communication stops
- Communication habits
- Active listening
- Questions
- Empathy
- Openness
- Acceptance of communication partner
- Non-verbal communication
Assertive solutions in conflict resolution
- Basis of assertive communication
- Assertive rights
- Assertive techniques
- Assertive capacities
Handling stress in conflict situations
- Handling stress on rational level
- Handling stress on emotional level
- Techniques for handling stress
