Course Description
Unresolved conflict and broken communication patterns are expensive for any organization. Internal organizational conflict can lead to stress, increased absenteeism and costly employee turnover. External conflict with customers, prospective clients and vendors can lead to lost business and increased expenses. Learn to identify and understand the various sources of and to implement strategies that will help manage conflict effectively. These learned skills are invaluable not only in a business environment, but in personal relationships as well.
Performance Based Objectives
Upon successful completion of this course, students will be able to:
- Develop skills to assess a conflict situation and monitor your reaction to the conflict.
- Utilize effective communication techniques to manage conflict in a proactive manner.
- Resolve conflict through identifying it’s source, and determining and implementing the best solution.
Prerequisites
There are no prerequisites for this course
Course Content
Recognizing Conflict
Identify Your Personal Reaction to Conflict
Conflict
Communication Styles
Methods of Expression
Approaches to Conflict
Working on Me First
What to do Before Confronting Conflict
The What and the If of Confronting Conflict
Getting Your Own Story Right
Developing a Healthy Attitude Toward Conflict
Assessing the Situation
Constructive Behavior
Harassment
Types of Harassment
Avoid Conflict Escalation
Conflict Escalation
Factors that De-Escalate Conflicts
Responding to Conflict
Actively Listen
Paraphrase
Open Ended Questions
Clarifying Questions
Communicate Effectively
Tone
Tone Variables
Nonverbal Communication
Potential Communication Problems
Confronting Conflict with Safety
Starting the Conversation
Using Motivation
Keeping Commitments
Being Focused and Flexible
Respond to Negative Tactics
Negative Tactics
Resolving Conflict
Identify the Source of the Conflict
Determine the Best Solution
Solution
Brainstorming
Types of Brainstorming
Implement the Solution
Action Plan
After the Conflict
Follow Up
