The speed at which organisations need to take new and improved value propositions to customers and clients is never slower. The digital age brings such change so rapidly the pressure is always on. Our QA perspective is that with hybrid working, agile value chains and more complex organisational ecosystems, speeding quickly into difficult situations that lead to conflict, might feel inevitable and the damage can become uncontrollable and dramatic. But help is at hand if you adopt an emotionally sensitive view on conflict.

Conflict of ideas is often positive and, if well managed, can lead to more effective outcomes through rigorous discussion and exploration of ideas, generating more buy-in from stakeholders. However, conflicts that arise from tasks, processes and relationships can be more difficult to manage and require a structured approach to conflict resolution and an understanding of the styles at play, and how to work with them to find a resolution.

At the heart of this approach is the AGREE process for conflict resolution which starts with acknowledging the conflict from both sides and involves sharing perspectives, positions and interests and setting ground rules for how you will resolve the conflict. Reframing is the part where both parties work together to move beyond their acknowledged positions and interests to find a common ground that works for them, this is often where style preferences for conflict come into play. Language can play a part here where in the digital age technical language and business language can feel worlds apart.

What can Managing Conflict and Difficult Situations do for you and your organisation?

It can take the heat out of ‘all go’ culture we operate in. It makes the understanding of different perspectives and places easier and places them within the relationship of those at conflict not on either side divided by a chasm. Just by understanding how to manage conflict, it can also be avoided.

Investing in conflict avoidance and management allows organisation to go faster without these damaging and unproductive traps. The role of debate and conflict of ideas is highlighted as part of moving forward quickly including strategic experimentation.

Our approach to your spending time learning

We do not overload learners with too many ways of thinking about conflict or accepting it is always inevitable or negative. We share how much easier it can be to fall into conflict when working at speed and across many functional areas or across the business-technical divide.

In breakouts, situations where conflict becomes a slippery slope are discussed. Learners think deeply about when and how this has happened, its impact on performance and well-being – and how value is destroyed .

We clearly direct the learner to ways of thinking about conflict and behaving that set them up for looking out for situations that can descend into negative We provide a safe place to explore the emotions around being drawn into conflict.

Our aim is for learners to return to work energised with practical and considered ways of viewing conflict. Throughout the course, we pause to allow learners to think and record what their learning means. Learners walk away, not with a hurried plan they are not committed to, written at the end of the course. Instead, they own well-thought through approaches to translating the learning into their workplace, because they are built upon throughout the course, with professional facilitated help.

What’s included?

Included are sessions that clearly articulate how the learning can be translated into different contexts and different roles. Conflict is positioned carefully, including the impact of working at speed, in the digital age, in complex and demanding ways. As conflict is potentially all around us, we include connections to other relevant concepts, as and when relevant to the group being taught such as emotional intelligence, coaching for results and team dynamics.

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Our learning is geared towards people wishing to see conflict in a new light that they feel more in control of. We empathise with the ease with which the complexity of modern organisational life can be hijacked and by doing so welcome a broad audience.

There are no pre learning or pre-requisites. Learners are purely asked to come with their limited experience, and their understanding of their unique context.

Throughout learners are asked to complete a QA Leveraging Learning Log (LLL) so that learning is translated into relevant opportunities for growth – personal and organisational. Unique to QA, the LLL is a key part of our teaching and learning strategy that ensures learning flows back into the workplace with effort of course, but without wasted or un-co-ordinated effort.

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By the end of the course you will be able to:

  • Identify the key sources and triggers of conflict in their context and environment
  • Proactively address conflict issues before they escalate
  • Utilise a structured framework for conflict resolution
  • Flex and adapt conflict styles and encourage others to adapt their style
  • Use a framework handling difficult conversations in an effective way
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What will the course cover

The course takes a modern and effective approach to conflict in the digital age. It includes:

  • QA’s Winning in the Digital Age Framework
  • Sources and Triggers
  • Conflict Style Preferences
  • QA’s approach to Handling Difficult Situations

We look forward to running these events to make a difference to the learner and their organisation.

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Why choose QA

Dates & Locations

Frequently asked questions

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How can I create an account on myQA.com?

There are a number of ways to create an account. If you are a self-funder, simply select the "Create account" option on the login page.

If you have been booked onto a course by your company, you will receive a confirmation email. From this email, select "Sign into myQA" and you will be taken to the "Create account" page. Complete all of the details and select "Create account".

If you have the booking number you can also go here and select the "I have a booking number" option. Enter the booking reference and your surname. If the details match, you will be taken to the "Create account" page from where you can enter your details and confirm your account.

Find more answers to frequently asked questions in our FAQs: Bookings & Cancellations page.

How do QA’s virtual classroom courses work?

Our virtual classroom courses allow you to access award-winning classroom training, without leaving your home or office. Our learning professionals are specially trained on how to interact with remote attendees and our remote labs ensure all participants can take part in hands-on exercises wherever they are.

We use the WebEx video conferencing platform by Cisco. Before you book, check that you meet the WebEx system requirements and run a test meeting (more details in the link below) to ensure the software is compatible with your firewall settings. If it doesn’t work, try adjusting your settings or contact your IT department about permitting the website.

Learn more about our Virtual Classrooms.

How do QA’s online courses work?

QA online courses, also commonly known as distance learning courses or elearning courses, take the form of interactive software designed for individual learning, but you will also have access to full support from our subject-matter experts for the duration of your course. When you book a QA online learning course you will receive immediate access to it through our e-learning platform and you can start to learn straight away, from any compatible device. Access to the online learning platform is valid for one year from the booking date.

All courses are built around case studies and presented in an engaging format, which includes storytelling elements, video, audio and humour. Every case study is supported by sample documents and a collection of Knowledge Nuggets that provide more in-depth detail on the wider processes.

Learn more about QA’s online courses.

When will I receive my joining instructions?

Joining instructions for QA courses are sent two weeks prior to the course start date, or immediately if the booking is confirmed within this timeframe. For course bookings made via QA but delivered by a third-party supplier, joining instructions are sent to attendees prior to the training course, but timescales vary depending on each supplier’s terms. Read more FAQs.

When will I receive my certificate?

Certificates of Achievement are issued at the end the course, either as a hard copy or via email. Read more here.

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