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Workshop 8: Conflict Resolution Clinic

Welcome to our Organisational Excellence Workshop Series. This series seeks to provide a launch pad for building professional skills and organisational success. Each workshop provides a jumping-off point for a different theme, exploring innovative strategies and practical exercises to enhance work and team dynamics. See more in the series here:
The objective of this workshop is to engage participants in role-play scenarios to master conflict management techniques.
Full-Day Workshop (8 hours)
Materials Needed:
    • Conflict dynamics presentation materials.
    • Conflict style questionnaires.
    • Role-play scenarios and guidelines.
    • Materials for communication and negotiation exercises.
    • Feedback forms.
Facilitator's Note:
    • Create a safe and respectful environment for discussing and practising conflict resolution.
    • Be prepared to mediate and guide discussions, especially in emotionally charged role-plays.
    • Emphasise the real-world applicability of the skills and techniques covered in the workshop.

1. Understanding Conflict Dynamics

A brief presentation on the nature of conflict, its stages, and common dynamics.
Desired Outcome:
To provide a foundational understanding of conflict in the workplace. This activity delves into the dynamics of workplace conflict, key to managing and resolving disputes effectively.
    1. Present key concepts and theories of conflict dynamics.
    2. Discuss the types of conflicts that occur in the workplace.
    3. Q&A session to clarify concepts.
Potential Challenges:
Overload of theoretical information. To help overcome this, balance the presentation with interactive elements and relatable examples.

2. Identifying Personal Conflict Styles

Participants complete a questionnaire to identify their conflict management styles.
Desired Outcome:
To promote self-awareness of personal conflict management approaches. This activity highlights the importance of understanding one's conflict style to adapt and improve conflict resolution skills.
    1. Distribute conflict-style questionnaires. For example, the DISC behavioural styles might be helpful here.
    2. Participants complete the questionnaire and reflect on their results.
    3. Facilitate a group discussion on how different styles impact conflict resolution.
Potential Challenges:
Resistance to accepting personal conflict styles. To help overcome this, encourage openness and stress that all styles have strengths and areas for growth.

3. Effective Communication in Conflict

Exercises focusing on communication skills crucial for conflict resolution.
Desired Outcome:
To enhance verbal and non-verbal communication skills in conflict situations. This activity strengthens communication skills, vital for constructively resolving conflicts.
    1. Brief training on effective communication techniques (active listening, assertiveness, empathy).
    2. Participants practice these skills through structured exercises.
    3. Group discussion on the role of communication in conflict resolution.
Potential Challenges:
Difficulty in applying communication skills under stress. To help overcome this, provide real-world scenarios for practice.

4. Conflict Role Play Scenarios

Participants engage in role-play exercises based on common workplace conflicts.
Desired Outcome:
To apply conflict resolution techniques in simulated scenarios. This activity allows participants to practice and refine their conflict management skills.
    1. Prepare role-play scenarios that reflect typical workplace conflicts.
    2. Participants act out these scenarios in pairs or small groups.
    3. Debrief each role-play, discussing what strategies were effective or could be improved.
Potential Challenges:
Emotional discomfort or reluctance to participate in role-playing. To help overcome this, create a supportive environment and allow observers in some scenarios.

5. Negotiation & Compromise Workshop

Exercises that focus on negotiation and finding compromise in conflict situations.
Desired Outcome:
To develop skills in negotiating and reaching mutually beneficial solutions. This activity focuses on enhancing negotiation and compromise skills, essential for resolving conflicts effectively.
    1. Introduction to basic negotiation techniques and principles of compromise.
    2. Participants engage in negotiation simulations.
    3. Discuss the outcomes and the process of finding a compromise.
Potential Challenges:
Win-lose mentality. To help overcome this, emphasise the importance of win-win outcomes and the value of compromise.

6. Developing a Conflict Resolution Plan

Creating a personal action plan for managing conflicts in the workplace.
Desired Outcome:
To prepare participants to apply conflict resolution techniques in their professional environment. This activity promotes the practical application of learned conflict resolution skills.
    1. Participants reflect on learnings from the workshop and identify key areas for personal development.
    2. They develop a plan for how they will handle conflicts in the future.
    3. Share plans in small groups for feedback and refinement.
Potential Challenges:
Vague or generic plans. To help overcome this, encourage specific, actionable steps tailored to individual situations.

7. Workshop Debrief & Feedback Session

Gathering participant feedback and summarising key workshop learnings.
Desired Outcome:
To reinforce key concepts and gather insights for continuous improvement. This activity helps to ensure understanding of the workshop content and provides insights for enhancing future workshops.
    1. Open discussion for participants to share their thoughts on the workshop.
    2. Summarise key concepts and learnings.
    3. Collect written feedback for future workshop enhancements.
Potential Challenges:
Limited participant engagement. To help overcome this, encourage honest and open feedback, stressing its importance.

Thank you for joining us in this edition of the 'Organisational Excellence Workshop Series'. We hope the insights and strategies from the Conflict Resolution Clinic workshop have inspired you and provided a valuable tool to kick-start and customise your own workshop. Remember, each workshop in this series is a step towards enhancing and enriching your organisational culture. Stay tuned for our next edition, where we will explore another vital aspect of professional development, continuing our journey of learning and growth. Until then, we encourage you to implement what you've learned and share your experiences with your peers.
Trevor O'Sullivan

Trevor O'Sullivan

General Manager. Since the early 2000s, Trevor has worked with thousands of Talent Management professionals to develop and apply assessment-based talent management solutions for selecting, developing and managing people. Trevor is an active member of the TTI Success Insights (TTISI) Global Advisory Council, contributes to TTISI product development and is a regular presenter at TTISI-R3. He is honoured to have received multiple Blue Diamond Awards and, more recently, the Bill Brooks Impact Award recognising his contributions to the TTISI global network.

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