Conflict Resolution: Getting Along in the Workplace

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Conflict Resolution: Getting Along in the Workplace

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Description

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 course will give participants the tools that will help you resolve conflict successfully and produce a win-win outcome.

Course Duration: 2 days / 14 hours

 

By the end of this course you will be able to:

  • 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

Defining Conflict

  • What is Conflict?
  • Positives and Negatives

Types of Conflict

Open Conflict vs. Hidden Conflict

Spontaneous and Reflective Behavior

The Johari Window

  • Understanding the Johari Window
  • My Window

Stages of Conflict

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

Creating the Win/Win

Conflict Resolution Style Questionnaire

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

The Role of Communication in Conflict Resolution

  • The Communication Chain
  • Other Barriers
  • Establishing Positive Intent

Active Listening Skills

Paraphrasing Skills

  • What is Paraphrasing?
  • Making Connections

Powerful Questions

  • Asking Questions
  • Probing Techniques

Body Language

Pre-Assignment Review

The Conflict/Opportunity Test

  • The Conflict/Opportunity Test
  • Skills Test

Conflict and Its Resolution

  • Visualizing Conflict
  • A Strategy for Conflict Resolution

Helping Others Through Conflict

  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Setting Norms
  • Coaching Through Conflict
  • Managing Your Emotions

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