Summary
This two-day program helps managers and supervisors learn skills to resolve conflicts effectively. The program shows participants how to diagnose sources of conflict, identify their own conflict resolution style and examine alternative styles for dealing with conflict situations. They learn to apply a powerful five-step process for refocusing potentially destructive situations into productive interactions. Participants practice critical non-defensive communication skills such as active listening and self-assertion. Participants create personal action plans that help them deal with conflicts they are currently confronting.

Given the pressures and complexities in today’s workplace, conflict is inevitable. And with complicated and demanding work relationships, front-line employees need enhanced conflict resolution skills to deal with differences constructively. If dealt with skillfully, differences can bring valuable innovation to organizations; and if managed poorly, differences can be costly and disruptive, adversely affecting individual and organizational performance.

Today’s employees need expanded personal and professional skills to deal with differences – to find the right approach to make things better, not worse. The ability to resolve conflict is a critical skill to turn workplace pressures into progress for your organization.

Course Outcomes
Workshop participants will build a critical set of skills needed to:

• Understand and diagnose why the difference exists;
• Identify their primary conflict resolution style;
• Learn and select appropriate methods for dealing with conflict;
• Practice techniques for collaborative conflict resolution;
• Practice non-defensive communication skills; and
• Deal more effectively with a current work conflict.

With these skills, they will deal more effectively with conflict situations that arise in the organization and resolve them more rapidly. As they do so, effectiveness and productivity will increase, while workplace stress and anxiety decrease.

Participants learn constructive conflict management practices in an experiential and interactive program of video vignettes, lecture/discussion of conflict concepts, case studies, role plays and personal application to a real-world conflict.