Price Per Participant: USD 1,500
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Differences are inevitable in an organisation having members with different experiences, attitudes and expectations. However, some conflicts can support organizational goals. Indeed, too little conflict may lead to apathy, lack of creativity, indecision and missed-out deadlines. Clashes of ideas about tasks also help in choosing better tasks and projects. These are ‘functional conflicts’.
The most difficult conflicts are those arising out of value differences. The key issue is to understand the real cause of the differences. Every resolution of a conflict can also feed a new conflict in a group. It is, therefore, useful to see conflicts as a series of expressions of existing differences within a group, having some links to each other. How organisations deal with conflicts largely affects the efficiency level of its functioning on the entire value chain. This module analyses the root causes of conflict and systems to manage effective communication in organisations.
By the end of the Module, participants will be able to:
Distinguish between conflict and conflict management
Describe how people respond to conflict
Explain the benefits of engaging in conflict
Describe the processes of conflict resolution
Apply conflict resolution tactics with internal and external customers
Demonstrate different modes of dealing with conflict
Practise negotiation skills to handling conflict resolution
Practise coaching in conflict situations
Defend conflict as a driver for growth
Explain the link between culture and conflict resolution
Interactive discussions, practical exercises and case studies
Hospitality executives from supervisors to general managers and above
Executives leading teams and departments
Alexia has been in the field of international and hospitality education for the last ten years in Switzerland, South Africa and Kenya.
She has been a hospitality consultant, focusing on market development in the East and South African regions. With several international schools in Lausanne, Nairobi and Johannesburg, she was career advisor and in charge of the development and implementation of education programmes.
With Lausanne Hospitality Consulting, Alexia is a Consultant, delivering executive education programmes and consulting mandates in Switzerland, China, Ukraine and Brazil. She holds a Bachelor’s degree in Education, Kenyatta University, Kenya and an MBA, Business School Lausanne, Switzerland.