Understanding Conflict

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Course overview
 Conflict isn't the problem.

Two people wanting different things is not a failure of a workplace — it is a description of one. Conflict is what happens when needs, expectations or interpretations meet and don't match, which they do constantly, everywhere, between reasonable people.

One thing about the name
Telling somebody to "calm down" almost never calms anybody down. It usually does the opposite, because what it communicates is that their reaction is unreasonable and you have stopped listening — which is precisely the thing they were already angry about. It is one of the most reliably escalating phrases in any workplace.

So CALM is not an instruction to hand to other people. It is a framework you run yourself, so that calm becomes the likely outcome rather than something you demand and don't get.
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Certification included

Why should I take this course?

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You

Conflict

What causes damage is conflict that is avoided, mishandled or allowed to move from the issue to the person. This course is about recognising it early, understanding what's actually driving it, and knowing the one point where it stops being conflict and becomes something else.
Conflict can arise at anytime, from anyone, usually when you least expect it - we all have experienced it and most likely will again have to manage it in some shape of form.
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