Conflict Resolution in Commercial Business – Role Playing for Business Managers

Module 1: Introduction to Conflict Resolution

• Objective: Understand the fundamentals of conflict resolution and its importance in the workplace.
• Topics Covered:
  • Definition and types of conflict
  • The impact of unresolved conflicts on business performance
  • Common causes of workplace conflict
  • The role of effective communication in conflict resolution
  • Introduction to “Conflict Co.” and the cast of characters
• Activities:
  • Self-assessment quiz on conflict awareness
  • Introductory role-play: “A Day at Conflict Co.” where students observe a typical day and identify potential conflict triggers.

Module 2: Understanding Conflict Dynamics

• Objective: Learn the stages of conflict and recognize the dynamics at play in different conflict situations.
• Topics Covered:
  • The stages of conflict: pre-conflict, active conflict, and post-conflict
  • Escalation and de-escalation of conflicts
  • Power dynamics and their influence on conflict
  • Emotional intelligence in conflict resolution
• Activities:
  • Role-play scenario: “The Miscommunication” where students navigate a conflict arising from a simple misunderstanding.
  • Group discussion: Analyzing the power dynamics in the scenario.

Module 3: Conflict Resolution Strategies

• Objective: Explore various conflict resolution strategies and learn how to apply them effectively.
• Topics Covered:
  • The five conflict resolution styles: Avoiding, Accommodating, Competing, Compromising, and Collaborating
  • When and how to use each style
  • Techniques for active listening and empathy
  • Problem-solving and negotiation skills
• Activities:
  • Interactive role-play: “The Team Disagreement” where students practice applying different conflict resolution styles.
  • Peer feedback session: Discussing the effectiveness of each strategy used in the scenario.

Module 4: Managing Difficult Conversations

• Objective: Gain skills for managing and facilitating difficult conversations in the workplace.
• Topics Covered:
  • Preparing for difficult conversations
  • Techniques for staying calm and focused
  • The importance of clarity and assertiveness
  • Handling emotions and resistance
• Activities:
  • Role-play scenario: “The Performance Review” where students practice delivering constructive feedback.
  • Reflection exercise: Identifying personal triggers and strategies to manage them during difficult conversations.

Module 5: Mediation and Third-Party Intervention

• Objective: Understand the role of mediation and how to act as a neutral third party in conflict resolution.
• Topics Covered:
  • The role of a mediator in conflict resolution
  • Steps of the mediation process
  • Techniques for impartiality and neutrality
  • Handling high-stakes or complex conflicts
• Activities:
  • Role-play scenario: “The Mediation” where students act as mediators in a conflict between two departments at Conflict Co.
  • Group debrief: Discussing the challenges and successes of the mediation process.

Module 6: Building a Positive Workplace Culture

• Objective: Learn strategies to foster a workplace culture that minimizes conflict and promotes collaboration.
• Topics Covered:
  • The role of leadership in conflict prevention
  • Building trust and open communication
  • Encouraging diversity and inclusion to reduce conflict
  • Continuous improvement and feedback loops
• Activities:
  • Final role-play: “The Cultural Shift” where students develop and implement a plan to improve the workplace culture at Conflict Co.
  • Course assessment: Comprehensive quiz and reflection paper on key learnings and how they will be applied in the workplace.

Final Performance Test: Conflict Resolution Scenarios

• Objective: Apply all learned concepts in a comprehensive case study involving a series of conflicts at Conflict Co.
• Description:
  • Students will be presented with a detailed case involving multiple characters and conflicts within Conflict Co.
  • They will need to identify the root causes of the conflicts, apply appropriate resolution strategies, and propose a plan for improving the overall work environment.
  • The final grade will be assessed based on the depth of analysis, creativity in resolution strategies, and feasibility of the proposed plan.

Certificate

A BEVA® certificate of attendance will be provided once the participant completes the course.

Note: The course outline may be subject to change.