Respond to Conflict: Strategies for Improved Communication

Respond to Conflict: Strategies for Improved Communication

475.00

Delivery Method: In-Person | Duration: 6 Hours

Overview

Do you have people in your workplace who cause problems for everyone else? Do they create additional work for others? Conflict at work is a painful reality and a key explanation for decreased productivity and increased frustration. One point is clear: Conflict does not magically go away, and it only gets worse when ignored. In this course, you'll develop conflict resolution strategies to prevent explosive situations and learn to communicate in a way that facilitates cooperation and problem-solving without creating resistance.

Learn How To:

  • Diagnose Why Conflict May Arise and its Potential Consequences

  • Apply Non-Verbal and Verbal Communication to De-Escalate Conflict

  • Come Up with a Self-Care Plan to Manage Strong Emotions

  • Develop a Conflict-Management Plan to Feel Prepared the Next Time You Encounter a Difficult Situation

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Course ID: B2509

Duration: Full Day (9:00 am - 4:00 pm PST)

Location: In-Person, San Francisco | Click here to schedule private course

Overview

Do you have people in your workplace who cause problems for everyone else? Do they create additional work for others? Conflict at work is a painful reality and a key explanation for decreased productivity and increased frustration. One point is clear: Conflict does not magically go away, and it only gets worse when ignored. In this course, you'll develop conflict resolution strategies to prevent explosive situations and learn to communicate in a way that facilitates cooperation and problem-solving without creating resistance.

Learn How To:

  • Diagnose Why Conflict May Arise and its Potential Consequences

  • Apply Non-Verbal and Verbal Communication to De-Escalate Conflict

  • Come Up with a Self-Care Plan to Manage Strong Emotions

  • Develop a Conflict-Management Plan to Feel Prepared the Next Time You Encounter a Difficult Situation

+ Who Should Attend

Anyone within your organization who wants to learn how to navigate and improve challenging relationships at home and at work will benefit from this course.

+ Course Outline

Develop Conflict Awareness

  • Distinguish Between Disagreement and Conflict
  • Identify Common Causes of Workplace Conflict
  • Conflicting Styles: Tips to Resolve
  • Conflicting Perceptions: Tips to Resolve
  • Conflicting Goals: Tips to Resolve
  • Conflicting Roles: Tips to Resolve
  • Different Personal Values: Tips to Resolve
  • Application: Identify Common Causes of Workplace Conflict
  • Separate the Person from Their Behavior
  • Explore the Role Emotional Intelligence Plays in Conflict
  • Mini Action Plan

Prepare to Respond to Conflict

  • Understand and Apply Advanced Listening Skills
  • Paying Attention To The Speaker: Attending
  • Feeding Back Model
  • Four Levels of Feeding Back: Sample Responses
  • Four Levels of Feeding Back: Application
  • Reframing: Advanced Feeding Back
  • Managing The Flow Of Communication: Best Practices
  • Distinguish Between Content and Feelings During Conflict
  • The Avoid/Attack Spectrum
  • The Avoid/Attack Spectrum: Application
  • Mini Action Plan

Manage Conflict Productively

  • Five Conflict Management Styles
  • Assessment: Conflict Management Styles
  • How to Score the Conflict Management Assessment
  • Conflict Management Styles: Application
  • Approach Conflict with Confidence and Objectivity
  • Conflict Communication Script
  • Empathic Listening and Assertive “I-Message” Scripts
  • Assertive Confrontation Script
  • Conflict Management Action Plan: Passive People
  • Conflict Management Action Plan: Assertive People
  • Conflict Management Action Plan: Passive Aggressive People
  • Mini Action Plan

Maximize Trust, Minimize Conflict

  • The Nine Commandments of Fighting Fair

Conflict Case Studies

  • Role Play 1: Resolving a Problem with Co-Worker
  • Role Play 1: Notes/Observations
  • Role Play 2: Employee Wants Co-Worker to Take Responsibility
  • Role Play 2: Notes/Observations
  • Role Play 1: Sample Productive Approach
  • Role Play 2: Sample Productive Approach

Final Action Plan

+ Prerequisites

There are no prerequisites for this class.

+ Certifications

N/A

+ Students Also Attended