Interpersonal Skills and Conflict Management: Managing Conflict in the Workplace

This unit provides learners with the conceptual and practical foundation of the key issues in managing interpersonal relationships and conflict management. It also looks at coping mechanisms for dealing with criticism, difficult people and attitudes in the workplace and prevention techniques to address potential conflicts before they occur. The course emphasises the importance of communication and looks at different conflict management styles and strategies. It also helps delegates deal with anger and helps them overcome the fear of confrontation. There will be group discussions to analyse the issues identified in case studies.

We welcome you to the Interpersonal Skills and Conflict Management unit. Difference of opinion is a natural part of an individual’s life especially when interacting and dealing with other people. Conflict can arise in diverse settings; however we aim to focus on conflict management and resolution in the context of work. This unit will expose you to the intricacies of managing and resolving interpersonal and group conflict effectively

1. Identify a range of conflict resolution approaches, strategies and skills for resolving individual, group and organisational conflict 1
2. Understand the principles of negotiation, mediations and advocacy in order to promote employee and organisational well-being. Understand the strategy; tactics and working theories of face to face conflict bargaining.
3. Critically analyse the use of effective conflict resolution approach - linking theory, research and self-reflection to improve organisational performance.

4. Describe the major process of interpersonal communication
5. Recognize the role of emotions, body language and voice tone in managing interpersonal interactions.
6. Critically review your own behaviour in an interpersonal interaction.