Conflict is an inevitable part of our lives but how we view it and how we deal with it can turn it from being an unpleasant experience into one where we learn and grow. The underlying factors that cause conflicts are usually in place long before the outbreak of violence. It is the escalation in particular that in most cases turns a peaceful situation, into a destructive and deadly conflict.

In order to have effective conflict prevention, early warning indicators must be detected and addressed before violence becomes too destructive. This course will help you to understand how conflict can be positive and will introduce you to tools and techniques that will assist you to effectively deal with conflict situations

DURATION

5 Days

TARGET AUDIENCE

Conflict, being an inevitable part of our lives, means that almost on a day to day everyone deals with one form of conflict or the other. As such, the training is meant for anyone dealing with conflict resolution, conflict managers, project managers, and people dealing with peace maintenance, community members and negotiators.

OBJECTIVES

By the end of the training the participants will be able to:

• Identify causes of conflict
• Describe how diversity and differences can be harnessed
• Demonstrate strategies that avoid escalation of conflict
• Demonstrate techniques to show empathy and rapport
• Problem solve quickly and effectively
• Handle customer complaints appropriately
• Negotiate a successful outcome

COURSE OUTLINE

Module 1: Core terminologies of Conflict and its basics

• Nature of conflict
• Functions of conflict
• Conflict resolution: Terms and Definitions
• What courses disputes and conflict
• The Circle of conflict
• The relationship between conflict and human rights
• The relationship between human rights and human needs

Module 2: Intervening Conflicts

• Spectrum of response to conflict
• Roles played in conflict situations
• Cultural aspects influencing conflict resolutions
• Conflict analysis
• Tools for conflict analysis

Module 3: Negotiation

• What is Negotiation?
• Negotiation skills
• Strategies and outcomes of a dispute
• Position and interests
• Positional negotiation

Module 4: Communication

• Description of communication
• Active listening
• Effective questioning
• Paraphrasing
• Honest communication
• Framing and reframing: Moving beyond rhetoric and threats

Module 5: Mediation

• Mediation as a means of conflict resolution
• Roles played in conflict situation
• Stages of the mediation process
  • Stage 1: introduction
  • Stage 2: conflict description
  • Stage 3: problem-solving
  • Stage 4: agreement
• Convening Multi-party stakeholders Negotiation

CERTIFICATION

• Upon successful completion of this training, participants will be issued with Macskills Training and Development Institute Certificate

TRAINING VENUE

• Training will be held at Macskills Training Centre. We also tailor make the training upon request at different locations across the world.

AIRPORT PICK UP AND ACCOMMONDATION

• Airport pick up and accommodation is arranged upon request

TERMS OF PAYMENT

• Payment should be made to Macskills Development Institute bank account before the start of the training and receipts sent