Course topic CONFLICTS IN THE TEAM

Language of the training English

Organisation INFODEF

Target audience Persons aged 15 and over

Aims of the training Main objective:
This team’s conflict resolution training program is designed to
equip participants with the essential skills and techniques
necessary to effectively manage and resolve conflicts within a
team environment. This program focuses on promoting a
positive and constructive team culture, fostering open
communication, and developing strategies to address conflicts
proactively.

Specific objectives:
- knows the causes of conflicts;
- can list and characterize the phases of conflict;
- characterizes the losses and benefits of conflict;
- is able to solve conflicts in a constructive way;
- knows the sources of conflicts.

By implementing this comprehensive conflict resolution Training

program, participants will develop the skills and knowledge
necessary to navigate conflicts effectively, promote a positive
team culture, and foster collaboration within their teams.
Number of hours 90 - 120 min

Teaching methods: - Lecture: instructor presents information to students through

spoken words.
- Discussion: encouraging students to actively participate and
engage in group discussions, sharing ideas and perspectives.
- Cooperative learning: organizing students into groups to work
together on projects, assignments, or problem-solving tasks.
Teaching tools used during Multimedia Presentations: Using tools like PowerPoint, Prezi, or
the training Google Slides to create visually engaging presentations with text,
images, videos, and audio.

Learning outcomes Knowledge - Knows and understands:

- Understanding of conflict dynamics: have knowledge about the
nature and causes of conflicts, different conflict resolution
 models, and the impact of conflicts on team dynamics and
productivity.
- Awareness of individual and cultural differences:
understanding diverse perspectives, values, and cultural
backgrounds helps in recognizing potential sources of conflicts
and facilitates effective communication.
- Knowledge of active listening: being aware of and employing
active listening techniques enables team members to
understand others' viewpoints and concerns more accurately.
Skills - Able to:
- express ideas, actively listening to others, and conveying
thoughts and feelings in a constructive manner
- recognize, understand, and manage one's emotions and the
emotions of others is crucial for resolving conflicts. Emotional
intelligence helps individuals respond empathetically and
maintain a calm demeanor during conflicts.
- identify underlying issues, generate creative solutions, and
evaluate potential outcomes is vital for resolving conflicts
effectively.
Competence - is ready to:
- be aware of one's own strengths, weaknesses, and triggers for
managing personal biases and responding constructively during
conflicts.
- understand and appreciate others' perspectives to foster
empathy, building rapport, and finding common ground.
- work effectively in a team environment, valuing and respecting
others' contributions, is crucial for resolving conflicts
collaboratively.
- be open to different approaches, adapting to changing
circumstances, and considering alternative solutions contribute
to resolving conflicts successfully.
- be bounce back from setbacks, maintain composure, and
persevere.
Method of verification - Inspection, Demonstration, Test, and Analysis.
Learning outcomes
Selected primary and - MindTools: MindTools (mindtools.com) is an online resource
secondary literature that provides practical tools and techniques for personal and
professional development. They have a section dedicated to
conflict resolution, where you can find articles, videos, and
worksheets on resolving conflicts within a team.
- LinkedIn Learning (formerly Lynda.com): LinkedIn Learning
(linkedin.com/learning) provides a vast library of online courses
on professional skills development. You can find courses
specifically focused on conflict resolution and teamwork that
offer practical strategies and techniques for resolving conflicts
within a team setting.
Trainer Remember to adapt the lecture structure to the time available
and the specific needs of the audience. Including interactive
 elements, such as group activities or role-plays, can enhance
participant engagement and reinforce learning outcomes.
Detailed programme Lead information for the trainer
Team conflicts arise when there are disagreements over the
goals, methods or needs of the team. Conflicts can also occur
when there are differing personalities. At first, these conflicts
may seem commonplace, but failing to resolve them could hurt
productivity and overall morale.

Conflict in teams can result in both positive and negative

outcomes. The aim of this course is to discover ways to manage
conflict within teams. While conflicts are inevitable, if they are
left unresolved, conflicts can quickly impact employee morale
and productivity. Learn the basic conflict management skills
you'll need to resolve problems. Individuals who can resolve
conflicts are often excellent mediators, rational, and able to
manage difficult personalities from a place of empathy.

What Is Conflict Resolution?

- Conflict resolution is the process by which two or more parties
reach a peaceful resolution to a dispute.
In the workplace, there can be a variety of types of conflict:
- Conflict may occur between co-workers, supervisors and
subordinates, or between service providers and their clients or
customers.
- Conflict can also occur between groups, such as management
and the labour force, or between entire departments.

Program structure and topics:

Module 1: Introduction to Conflict Resolution

• Understanding conflict in a team environment
• Common sources and types of conflicts
• The impact of conflicts on team dynamics and
productivity
Module 2: Effective Communication for Conflict Resolution
• Active listening and empathetic communication
techniques
• Non-verbal communication and body language cues
• Constructive feedback and assertive communication
Module 3: Conflict Management Styles
• Assessing personal conflict management styles
• Understanding different styles and their impact on team
dynamics
• Adapting conflict management styles based on the
situation
Module 4: Emotional Intelligence in Conflict Resolution
• Recognizing and managing emotions during conflicts
 • Promoting empathy and understanding
• Emotional self-regulation techniques
Module 5: Building a Collaborative Team Culture
• Establishing team values and shared goals
• Promoting open communication and trust
• Fostering a culture of respect and inclusivity
Module 6: Problem-Solving and Negotiation Skills
• Identifying underlying interests and needs
• Generating creative solutions and alternatives
• Principled negotiation techniques
Module 7: Conflict Prevention and Early Intervention
• Recognizing early signs of conflicts
• Proactive conflict resolution strategies
• Mediation and facilitation techniques

Course of action:
1. Introduction:
o Briefly introduce the topic of conflict resolution in teams
and its significance in fostering effective teamwork.
o State the objectives of the lecture and what attendees
can expect to learn.
2. Definition and types of team conflict:
o Define conflict and provide an overview of the different
types of conflicts that can arise within a team.
o Discuss common sources of conflict, such as differences
in values, goals, communication styles, or interpersonal
dynamics.
3. Understanding conflict resolution:
o Explore the importance of conflict resolution in
maintaining healthy team dynamics and achieving
productive outcomes.
o Introduce the key principles and approaches to conflict
resolution, such as collaboration, compromise, and
problem-solving.
4. Conflict resolution strategies:
o Present a range of strategies and techniques that can be
employed to effectively resolve conflicts within teams.
o Discuss active listening, open communication, empathy,
and assertiveness as essential skills for conflict
resolution.
o Explain the importance of understanding and managing
emotions during conflict resolution.
5. The conflict resolution process:
o Outline a step-by-step process for resolving conflicts
within teams, which may include the following stages:
▪ Identifying and acknowledging the conflict.
▪ Gathering information and perspectives from all
parties involved.
 ▪ Generating potential solutions or alternatives.
▪ Evaluating and selecting the best solution.
▪ Implementing the chosen solution and monitoring its
effectiveness.
▪ Reflecting on lessons learned for future conflict
resolution.
6. Practical tips for conflict resolution in teams:
o Provide practical tips and best practices for effectively
managing conflicts within teams.
o Discuss the significance of creating a safe and
respectful team environment that encourages open
dialogue and constructive feedback.
o Highlight the importance of establishing clear
communication channels and conflict resolution
protocols within the team.
7. Case studies and examples:
o Share relevant case studies or real-life examples to
illustrate how conflict resolution strategies can be
applied in team settings.
o Analyze successful conflict resolution scenarios and
highlight the key factors that contributed to their
positive outcomes.
8. Conclusion:
o Recap the main points covered in the lecture,
emphasizing the importance of conflict resolution in
team dynamics.
o Summarize key strategies and techniques for
effectively resolving conflicts within teams.
o Encourage attendees to apply the knowledge gained in
their own team environments.
9. Q&A and discussion:
o Allocate time for attendees to ask questions and
engage in a discussion about conflict resolution in
teams.
o Address specific concerns or challenges raised by the
audience.
Attachments