Module 1: Understanding Workplace Conflict

• Defining conflict and its impact on workplace dynamics.
• Common causes and triggers of conflict in the public sector.
• Types of workplace conflicts: interpersonal, organizational, and systemic.

Module 2: Conflict Resolution Frameworks

• Overview of conflict resolution styles: avoidance, accommodation, compromise, collaboration, and competition.
• Identifying the appropriate style for different conflict scenarios.
• The role of emotional intelligence in resolving conflicts.

Module 3: Effective Communication in Conflict Resolution

• Techniques for active listening and empathetic communication.
• Managing emotions during difficult conversations.
• Framing messages to de-escalate tensions and promote understanding.

Module 4: Problem-Solving Strategies

• Identifying root causes and underlying interests of conflicting parties.
• Developing win-win solutions to address disputes.
• Using mediation techniques to facilitate resolution.

Module 5: Managing Challenging Behaviors

• Recognizing and addressing difficult personalities in the workplace.
• Strategies to handle aggression, defensiveness, and passive resistance.
• Maintaining professionalism and composure under pressure.

Module 6: Building a Collaborative Work Environment

• Creating policies and practices that minimize conflict.
• Promoting teamwork and mutual respect within teams.
• Encouraging a culture of openness and trust.

Module 7: Practical Applications and Case Studies

• Real-world examples of conflict resolution in government workplaces.
• Role-playing exercises to practice handling disputes effectively.
• Group discussions on lessons learned and best practices.

This course provides public sector professionals with the tools and confidence to manage conflicts constructively, turning challenges into opportunities for growth and collaboration. By fostering a harmonious workplace environment, participants will contribute to improved team dynamics, productivity, and employee morale. Delivered by the Oxford Institute of Education and Training, this program ensures attendees leave with practical strategies to navigate workplace challenges and build stronger, more resilient teams.