Conflict Resolution
BARS Training Australia - The Public Safety Professionals

What is Conflict?
Conflict can be defined as verbally and/or non-verbally expressed disagreement between individuals or groups.  It can, for example, be between two individuals, say, between a supervisor and an employee, or a manager and a supervisor. 

It can be between an individual and a group, between groups in the same organisation or between organisations.  Conflict can even be within an individual, for example, when one part of you wants to stay at home and another part of you knows you should get up and go to work.

 

What happens if conflict goes unresolved?
Think of the disintegrating levels of conflict as a hillside and think of the conflict as a heavy ball.  As it gets further down the hillside, it gains momentum and becomes more and more difficult to stop.  Conflict, like the heavy ball, becomes more and more difficult to deal with as it progresses through the levels.  This is why it is important to recognise and address conflict early on – as soon as you become aware of it.  Delaying only makes it harder.

Management who ignore conflict do so at their peril.  Conflict that goes unresolved usually deepens and moves through the levels until a crises point is reached.   Sometimes a “scene” is not possible, so one or both of the parties may “vote with their feet” – for example, by resigning.  Or irritability, moodiness, sulkiness, depression, impatience or intolerance may be displayed.  Scapegoating, gossiping and backbiting are other signs of underlying conflict.  Direct or indirect aggression, such as malicious compliance and passive compliance, are other consequences of unresolved conflict.

Session Elements
Conflict resolution sessions can be conducted from 4 to 15 participants in sessions tailor to the client need.  These sessions can include the following elements:

 

  • Shared values

  • What is conflict?

  • What causes conflict?

  • Customer conflict

  • Reacting to problem employees

  • Positive and negative conflict

  • Managing conflict

  • Getting the right facts

  • Common ground

  • Different approaches

  • Settling conflicts

  • The gift of complaints

  • Can conflict be useful?

  • When conflict is unresolved?

  • Working with people with people we hate

  • Levels of conflict

  • Personal actions in conflicts

  • Preserving respect

  • Learning to listen

  • Compromising

  • Case studies

Fees
Fees will be determined on the level of involvement and the style of delivery.  A quote will be provided detailing the scope of the program.  We can put together a package which suits your individual needs, combining any number of the elements listed above.

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PO Box 516, Runaway Bay QLD 4216 | Phone: 0414 5278 00 | Email: garry@barstraining.com.au | Web: www.barstraining.com.au