Training: Conflict Management

Managing and Resolving Conflict: Before It Manages You

Conflict is all around us, especially during tough business periods where resources are limited and emotions are stretched. In every conflict situation you have a choice to either engage or avoid.

Do you have the skills necessary to make that decision and if so how to engage. Rather than react to conflict on a purely emotional level, learn to manage disputes and disagreements positively and proactively. If you choose to engage, do you force your way and try to dominate, or do you use effective skills and techniques to resolve the situation.

Our conflict management training will teach you to recognize the causes of interpersonal conflict, resolve conflict, and prevent conflict and disruptive behaviors. Become the master of your own communication and be aware of your emotional triggers that prevents explosive situations. Learn new strategies of conflict management that will improve your communication performance, and ultimately increase the success of your business initiatives.

How You Will Benefit

·         Gain a new understanding of conflict

·         Understand your own conflict tendencies

·         Improve your listening and communication skills

·         Learn to recognize conflicts and develop typical responses utilizing a "conflict map"

·         Learn and practice simple to use conflict resolution strategies that help obtain positive results.

·         Practice effective methods of intervention and conflict management

·         The causes of conflict - and creative, effective ways to resolve each cause.

·         Put you in control of yourself and those around you.

·         How to know if you're someone else's difficult person - and what to do about it.

·         How to resolve conflict by chunking up, examining motives, and adopting beliefs that will serve to quench the flames of conflict

Course Content

Developing Conflict Awareness

Conflict vs. disagreement

The stages of conflict development

Barriers to managing conflict

Responding to Conflict

§ Identify and understand your own conflict behavior

§ Apply active listening skills for conflict management

Different Approaches to Conflict Management

The “conflict map”

What conflict management strategy is right for you?

Content vs. relationship conflicts

Why not to ask “why”

Conflict Management Strategies

§ The four Cs: competence, credibility, care, communication

§ How to reinstate trust

§ How to become solution-focused not problem-focused

Moving Beyond Conflict

Difficult people vs. difficult behavior

Asserting yourself

Coping with resistance

Saying “no” assertively

Mapping the Conflict

Conflict management mapping in five steps, from positions to solutions

Explore a conflict from various viewpoints

Determine common ground in a conflict

Generate and implement goal-oriented alternatives

Trust in Minimizing Conflict

Learn key conflict management fundamentals for building trust

Discover how trust is lost and how it’s reestablished

Develop win-win solutions: interests vs. positions

Dealing with Difficult Behavior

Differentiate between difficult people and difficult behavior

Discover a two-step process for handling passive and aggressive behaviors

Learn to create a viable alternative to group conflict

Emotions

Address your own emotions (emotionally explosive tense conflicts)

Apply appropriate conflict management strategies through role-plays

Who Should Attend

Anyone who want to develop their conflict management skills, gain a greater understand their own emotions and behaviors when addressing conflict, and discover effective practical ways to manage conflict.