From Thu 26 - Sat 28 June 2014

Prof. Alexia Muteke-Ceppi

Conflict Management

    Differences are inevitable in an organization 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 organizations 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 organizations.

    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
    • Practice negotiation skills to handling conflict resolution
    • Practice 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