Mazda Training manual — part 145

Conflict Management

Curriculum Training

65

Learn to moderate your emotional and physical responses

Are you taking a difficult situation and making it a disaster?

Are you expecting to please everyone?

Are you overreacting and viewing things as absolutely critical and urgent?

Work at adopting more moderate views; try to see the stress as something you can
cope with rather than something that overpowers you.

Try to put the situation in perspective.

Slow, deep breathing will bring your heart rate and respiration back to normal.

Build your physical reserves and maintain your emotional reserves

Exercise, and maintain your ideal weight.

Avoid nicotine, excessive caffeine, and other stimulants.

Mix leisure with work. Take breaks and get away when you can.

Get enough sleep.

Develop supportive friendships and relationships.

Expect some frustrations, failures, and sorrows.

Always be kind and gentle with yourself – be a friend to yourself.

End this section of the course on stress by getting the delegates, in full group, to
discuss the main stress points in their working lives – and decide on the answers.

Your Notes

Conflict

Management

66

Curriculum Training

4.5

Review of the Session

In this session we have examined the best ways to deal with conflict and stress; the
techniques and skills to be used.

AC15 – SESSION REVIEW

Split the delegates into pairs and ask them to think about the three most important
learning points from this session.

Ask them to write the points down in the table below and be prepared to present
their findings.

If pairs come up with the same points, get them to add to the previous pairs’
comments.

Your Notes

End by asking delegates to turn to Session 6 and add any learning points to their
learning checklist.

Practical Skills

Curriculum Training

67

5. Practical

Skills

This session is devoted to allowing delegates to review the learning so far and to
practise the skills from each of the sessions.

Split the delegates into two groups, with one group examining the learning on
complaints and the other looking at conflict and stress.

AC16 – PRACTICAL LEARNING

Allow a few minutes before the activity starts to brainstorm the situations and then
allocate different ones to each group – a minimum of six are needed, three on
complaints and three on conflict and stress.

These situations are of their own choosing and should be the most common they
have to handle.

This activity is in two parts:

Part One:

Each group examines the learning and prepares a presentation, lasting
no more than 15 minute, on how the skills will be applied in three of the
real-life situations.

Allow 60 minutes for Part One: 20 minutes preparation, 30 minutes for
the presentations and 10 minutes debrief.

Part Two:

In the same groups delegates have to demonstrate to the other group
what the learning will look like in real life situations. This is carried out
by using role-plays.

Each group has to prepare one detailed role-play (lasting a maximum
of 15 minutes) during which the main learning points from their
presentation are brought out.

Allow 60 minutes for Part Two: 20 minutes preparation, 30 minutes for
the role plays and 10 minutes debrief.

Learning

Check

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Curriculum Training

6. Learning

Check

Now we shall:
• review the two day’s learning
• complete a Commitment Plan for implementation on return to work

6.1

Learning Checklist

Make a note of your learning at the end of each session. Note down the information that will
be of most use to you on your return to work.