Overview:
Conflict is inevitable, but if left unchecked it can be highly destructive within an organization. This program offers approaches that will help you identify and enhance the most important aspects of conflict resolution. Develop communication skills that support conflict prevention and practice tools that will end conflict in even the most difficult situations. When you feel that conflict has gone beyond your means, this program offers the benefits of using a third party, as well as procedures for finding an effective mediator.
Audience:
Management and HR Professionals
Prerequisites
None.
Course duration:
1 day
Course outline:
1. Understanding conflict
- Rational vs. emotional orientation
2. The basic steps of conflict resolution
- Four typical approaches to conflict
- The “ABCD” of conflict resolution
- Getting buy-in
- Consensus
- The components of detached engagement
3. Listening skills
- How to listen effectively
- Obstacles to listening
- Asking questions
4. Communication skills that support conflict prevention and resolution
- Establishing creditability and trust
- Communicating feelings
- Confrontational language
5. Handling specific conflict situations
- Dealing with your boss or upper management
- Dealing with a co-worker
- Dealing with team conflict
- Dealing with an employee you supervise
- Dealing with a customer or client
- Dealing with extreme anger
- Confronting when intimidated
- Dealing with an uncooperative person
6. Using a third party
- Continuum of third-party options
- Mediation
- Choosing a mediator
- Arbitration
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