An Introduction to Conflict Management
(for IT Professionals)

Introduction

Most people will encounter conflicts in their daily lives. Corporate and personal relationships can be seriously impacted by conflicts. If people want a meaningful future relationship with others, then they need to understand how conflicts occur and how they can be resolved.

If you have insight into the background of the conflict and know how to act, you can ensure that conflicts can be handled effectively.

Objective

After completing this training you will have basic knowledge of conflicts and you will be able to guide conflict parties in their search for a solution to their conflict.

Your own attitude plays a major role in solving conflict management. By role plays we focus on the different ways of approaching and communicating with the various parties.

Target audience

This training is of added value for IT Professionals who want to learn how to deal (better) with conflict situations, for example: team leads, IT Managers, Project Managers, Service Managers and Change Managers.

Pre-Requisites

There are no specific pre-requisites for attendees wishing to participate in the course.

Duration of the course and workload

The training lasts 2 days.
Study load does not apply for this training.

Learning Delivery Method: classroom

The classroom training gives you the guarantee that you will be excellently trained by expert, practice-experienced trainers in their field. The training is given on the basis of theory, (group) assignments and practice-related discussions. In this way, knowledge and skills are made concrete and applicable for your practical situation.

Group size

The maximum group size is 10 people per training course.

Certification

At the end of the training, a certificate of participation will be sent to you via email.

Content

In this training the following items are addressed:

Conflicts:

  • types and causes;
  • recognizing conflicts;
  • escalation of a conflict.

Conflict resolution:

  • conflict resolution and process;
  • the role of a conflict manager;
  • who can play the role of conflict manager and how / when;
  • conflict manager interview techniques;
  • interventions for the conflict manager;
  • how do you deal with emotions;
  • mediation approach.

Practice related exercises:

  • conflict situation between customer and IT about an SLA;
  • conflict situation between management and development department;
  • conflict situation during Change Management Board meeting;
  • conflict situation during a project meeting.
Materials

The study materials include handouts of the presentations and exercises. These materials are distributed after each presentation.

Vocational guidance

We offer the opportunity to exchange views with our practice-experienced professionals on the possibilities and problems that are experienced in applying the learned knowledge and skills and in the successful execution of the planned improvement actions.

During and up to 12 months after the end of the course, students have access to MyMediasi.

Study guidance

Not applicable.

Cost

The price of this training course includes a digital version of the slide decks, exercises and a digital certificate of participation.

For in-company training courses we calculate an amount per trainer per day, then the cost per student for study materials, support and possibly books. Please contact us for more information.