Managing Conflict and Assertiveness Strategies

Course Overview:

The aim of this unit is to develop knowledge and understanding of managing conflict and supporting individuals as required by a practising first line manager.

On completion of this unit, delegates will know how to:

Identify causes of conflict at work
Describe the stages in the development of conflict
Explain the effects of conflict on individual and team performance at work

Entry Requirements:

There are no formal entry requirements, but participants will normally be either practicing or aspiring first line managers with the opportunity to meet the assessment demands, and have a background that will enable them to benefit from the programme.

Course Delivery:

The course covers the following topics:

Possible causes of internal conflict, e.g. personal versus business objectives/values
Causes of interpersonal friction at work, including bullying and harassment
The effects of conflict on performance and the individual at work
Stages in the development of conflict
The manager’s responsibility in minimising and resolving conflict, and techniques to achieve this
Ways to create harmony at work and engender a positive atmosphere

The course is delivered as a one-day workshop. Learners will be expected to undertake structured guided learning; examples include the following:

Directed assignments
Supported individual study or practice
E-learning activities

Learners will be assessed by means of an assignment set and marked by the Institute. The assignment is designed to test candidates’ knowledge and understanding of the learning outcomes set by the Institute and assignments must meet the minimum marks in order to succeed.

Progression Opportunities:

Delegates will have the opportunity to build on this unit to achieve the ILM Level 3 Award in First Line Management. In order to do this, delegates will be required to complete the mandatory unit ‘Solving Problems and Making Decisions’ plus two other units from the following selection (in addition to this unit ‘Managing Conflict and Assertiveness Strategies’):