Conflict Resolution - Getting Along in the Workplace (vs)

  • Training Time: 2 Days,  9:00 am to 5:00 pm
  • Inclusion: Participants Manual and Certificate of Completion

Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This two-day course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

Learning Points
  • What conflict is and how it can escalate.
  • The types of conflict and the stages of conflict.
  • The five most common conflict resolution styles and when to use them.
  • How to increase positive information flow through non-verbal and verbal communication skills.
  • Effective techniques for intervention strategies.
  • Ways to manage conflicts to enhance productivity and performance
Course Outline

Conflict Resolution – Getting along in the Workplace
Module 1 – Getting Started

  • Introduction to the Workshop
  • Course Overview

Conflict Resolution – Getting along in the Workplace
Module 2 – Defining Conflict

  • What is Conflict?
  • Positives and Negative

Conflict Resolution – Getting along in the Workplace
Module 3 – Types of Conflict

  • Identifying Types of Conflict

Conflict Resolution – Getting along in the Workplace
Module 4 – Open Conflict vs Hidden Conflict

  • Open Conflict
  • Hidden Conflict

Conflict Resolution – Getting along in the Workplace
Module 5 – Spontaneous and Reflective Behavior

  • Spontaneous and Reflective Behavior

Conflict Resolution – Getting along in the Workplace
Module 6 – The Johari Window

  • Understanding the Johari Window
  • My Window
  • Case Study : Spontaneous and Reflective Behaviors

Conflict Resolution – Getting along in the Workplace
Module 7 – Stages of Conflict

  • The Five Stages of Conflict
  • Another Version of the Conflict Process
  • Conflict Outcomes
  • Strategies for Dealing with Conflict

Conflict Resolution – Getting along in the Workplace
Module 8 – Creating the Win/Win

  • Creating the Win/Win

Conflict Resolution – Getting along in the Workplace
Module 9 – Conflict Resolution Style Questionnaire

  • The Questionnaire
  • Scoring
  • The Conflict Grid
  • Pros and Cons

Conflict Resolution – Getting along in the Workplace
Module 10 – The Role of Communication in Conflict Resolution

  • The Communication Chain
  • Other Barriers
  • Establishing Positive Intent

Conflict Resolution – Getting along in the Workplace
Module 11 – Active Listening Skills

  • Active Listening Skills

Conflict Resolution – Getting along in the Workplace
Module 12 – Paraphrasing Skills

  • What is Paraphrasing?
  • Pairs Exercise

Conflict Resolution – Getting along in the Workplace
Module 13 – Powerful Questions

  • Asking Questions
  • Probing Techniques

Conflict Resolution – Getting along in the Workplace
Module 14 – Body Language

  • Understanding Body Language

Conflict Resolution – Getting along in the Workplace
Module 15 – Pre-Assignment Review

  • A look at the Pre-Assignment
  • Bringing in Relevance of Pre-work

Conflict Resolution – Getting along in the Workplace
Module 16 – The Conflict / Opportunity Test

  • The Conflict/Opportunity Test
  • Skills Test
  • Visualizing Conflict
  • A Strategy for Conflict Resolution

Conflict Resolution – Getting along in the Workplace
Module 17 – Conflict and Its Resolution

  • Visualizing Conflict
  • A Strategy for Conflict Resolution

Conflict Resolution – Getting along in the Workplace
Module 18 – Helping Others Through Conflict

  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Setting Norms
  • Coaching Through Conflict
  • Managing Your Emotions
  • Personal Action Plan
  • Recommended Reading List


You Can Expect...
  • To know how to define conflict and identify types of conflicts
  • To learn about the stages of conflict
You Need This If...
  • You want to know the role of communication in conflict resolution (including information on active listening, paraphrasing, asking questions, and body language)

 

This Is About...
  • Conflict and its resolution
  • Helping others through conflict