Introduction:

Conflict in teams, especially those focused on quality improvement, is inevitable. However, when managed effectively, conflict can lead to better decision-making, improved processes, and innovative solutions. This course will provide participants with the skills to identify, address, and resolve conflicts in quality teams. Through a combination of theory, practical tools, and real-world case studies, participants will gain the confidence to manage conflicts constructively, keeping their teams aligned and focused on achieving quality objectives.

Course Objectives:

By the end of this course, participants will be able to:

1. Understand the nature of conflict in teams, particularly within quality improvement contexts.
2. Recognize the common sources and types of conflict in quality teams.
3. Develop effective conflict resolution strategies that align with quality goals.
4. Apply various conflict resolution techniques (e.g., mediation, negotiation, and collaboration) to address disputes.
5. Improve communication skills to prevent and address conflicts before they escalate.
6. Foster a positive and collaborative team culture, even in the face of disagreement.
7. Utilize problem-solving frameworks to resolve quality-related conflicts constructively.
8. Enhance emotional intelligence and empathy to handle conflict with professionalism and respect.
9. Identify the role of leadership in managing team conflicts and maintaining focus on quality outcomes.
10. Develop action plans for sustaining collaboration and harmony within quality teams.

Who Should Attend?

This course is ideal for:

• Quality Managers and Engineers
• Continuous Improvement Specialists
• Team Leaders and Project Managers
• Conflict Resolution Professionals
• HR and People Managers
• Anyone involved in managing or participating in quality improvement teams
• Individuals responsible for maintaining team dynamics in quality-related initiatives

Day-by-Day Outline:

Day 1: Understanding Conflict in Quality Teams

• The Nature of Conflict in Teams:
  • What is conflict, and why does it occur in teams?
  • The different types of conflict: Task, relationship, and process-related conflicts
  • The impact of conflict on team dynamics, productivity, and quality outcomes
  • Recognizing constructive vs. destructive conflict
• Sources of Conflict in Quality Teams:
  • Common causes of conflict in quality-focused teams: Differing priorities, lack of communication, resource allocation, role ambiguity, differing values, and personalities
  • How cross-functional teams and diverse perspectives contribute to conflict
  • The role of organizational culture and leadership in fostering or preventing conflict
• The Conflict Resolution Process:
  • Introduction to the five conflict resolution styles: Avoiding, Accommodating, Competing, Compromising, and Collaborating
  • Assessing conflict situations: When to intervene and when to let conflict play out
  • The importance of addressing conflict early to prevent escalation
• Hands-On Activity:
  • Participants will assess case studies of conflicts in quality teams and discuss which type of conflict is present and how it can be addressed.

Day 2: Communication Skills for Conflict Resolution

• Effective Communication in Conflict Situations:
  • Active listening: How to listen to understand, not just to respond
  • Verbal and non-verbal communication cues during conflict
  • Asking open-ended questions to encourage dialogue and understanding
  • The role of tone, body language, and facial expressions in conflict resolution
• Empathy and Emotional Intelligence in Conflict Resolution:
  • Recognizing and managing emotions in oneself and others
  • The role of empathy in diffusing tension and building trust
  • Strategies for staying calm and composed during heated discussions
• Constructive Feedback and Non-Defensive Communication:
  • Providing feedback in a way that promotes understanding and reduces defensiveness
  • Techniques for framing feedback constructively (e.g., “I” statements vs. “You” statements)
  • How to give and receive feedback during conflict situations
• Hands-On Activity:
  • Participants will role-play a conflict scenario and practice using active listening, empathy, and constructive communication to resolve the issue.

Day 3: Conflict Resolution Techniques and Tools

• Mediation and Negotiation Techniques:
  • The role of mediation in resolving conflicts in quality teams
  • How to facilitate a mediation session: Setting ground rules, remaining neutral, and guiding the discussion
  • Negotiation techniques for finding win-win solutions
  • Balancing the needs of individuals and the team to reach mutually beneficial outcomes
• Collaborative Problem-Solving:
  • Using structured problem-solving techniques like the 5 Whys, Fishbone Diagrams, and Root Cause Analysis to address conflicts that stem from quality issues
  • How to involve team members in developing solutions that satisfy both individual and team needs
  • Focusing on common goals and collective interests to find creative solutions
• Conflict Resolution Frameworks and Tools:
  • The Thomas-Kilmann Conflict Mode Instrument (TKI) and how to apply it in real-world scenarios
  • The Interest-Based Relational (IBR) approach to resolving conflict: Focusing on interests rather than positions
• Hands-On Activity:
  • Participants will practice mediation and collaborative problem-solving techniques using case studies that involve quality improvement challenges.

Day 4: Managing Difficult Conversations and Preventing Escalation

• Handling Difficult Conversations:
  • How to prepare for and conduct difficult conversations with team members involved in conflict
  • How to remain calm and professional when addressing sensitive issues
  • Setting the right tone and environment for conflict resolution (private, respectful, and non-judgmental)
• Prevention and Early Intervention:
  • Recognizing early signs of conflict and addressing them before they escalate
  • Setting clear expectations and communication norms to prevent conflict
  • Building a proactive conflict management culture within quality teams
• Building Trust and Psychological Safety:
  • How to create a culture where team members feel safe to voice their concerns without fear of retribution
  • The importance of trust in resolving conflicts effectively
  • How leadership can model conflict resolution and foster a positive team dynamic
• Hands-On Activity:
  • Participants will engage in role-play exercises focused on managing difficult conversations and de-escalating potential conflicts within a quality team context.

Day 5: Leadership in Conflict Resolution and Sustaining Team Collaboration

• The Role of Leadership in Conflict Resolution:
  • How leaders can set the tone for conflict resolution in teams
  • Leading by example: Modeling positive conflict resolution behavior
  • How to support team members through conflict and ensure focus on quality improvement goals
  • Recognizing when to intervene directly and when to allow team members to resolve conflicts independently
• Sustaining Collaboration and Team Cohesion:
  • How to maintain team unity after a conflict resolution process
  • Strategies for promoting ongoing collaboration and trust within quality teams
  • Celebrating successful conflict resolutions and reinforcing positive behaviors
• Action Planning for Future Conflict Resolution:
  • Participants will develop personal action plans for applying conflict resolution strategies in their own teams
  • Strategies for ensuring that quality teams remain focused on continuous improvement and collaboration after resolving conflicts
• Final Reflections and Review:
  • Reviewing key takeaways and lessons learned from the course
  • Group discussion: How can conflict be reframed as an opportunity for improvement and innovation?
  • Course wrap-up and Q&A session