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
In-House Rate
Participants: 10 – 24
Duration: 2 days
Course Fee:
Level 7*
, per person
Includes: Manual, Certificate of Completion
* hover over the level link to see the actual price summary