Conflict Resolution

Conflict Resolution: Getting Along in the Workplace

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.

This course will help you teach participants:

• What conflict is and how it can escalate.
• The types of conflict and the stages of a 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.

Learning Objectives

• Defining Conflict
• Types of Conflict
• Open Conflict vs. Hidden Conflict
• Spontaneous and Reflective Action
• The Johari Window
• Stages of Conflict
• Creating the Win/Win
• Conflict Resolution Style Questionnaire
• The Role of Communication in Conflict Resolution
• Active Listening Skills
• Paraphrasing Skills
• Powerful Questions
• Body Language
• Pre-Assignment Review
• The Conflict/Opportunity Test
• Conflict and Its Resolution
• Helping Others Through Conflict