• What is Conflict? / The Definition of Conflict • Disagreement • Parties involved • Needs; Interests and Concerns • Conflict – is it always negative? • Sources of Conflict • Different Personality types: Perfectionists; Helpers; Achievers; Romantics; Observers; Skeptics; Enthusiasts; Leaders; Peacemakers • Internal and External Conflict • The Phases of Conflict: Latent Conflict; Conflict Emergence; Conflict Escalation; Hurting/Stalemate Stage; De-escalation/negotiation stage; Dispute Settlement Stage; Peacebuilding Stage • The ways in which we handle conflict: Win/Win Approach; The Creative Response; Empathy; Appropriate Assertiveness; Co-operative power; Managing Emotions; Willingness to resolve; Designing Options; Negotiation; Intro to the Labour Relations Act; Intro to the CCMA