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1-800-THE-TREE (1-800-843-8733)
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Responding to Conflict: Creating Resolution and Cooperation
Course: 904
Type: RealityPlus
Duration: 3 Days
You Will Learn How To
- Effectively handle conflict using a powerful conflict resolution method
- Anticipate the causes of conflict and respond proactively
- Manage strong emotions in a conflict situation
- Remove barriers to cooperation
- Create productive outcomes and reach a final agreement
- Embrace conflict as an opportunity for team and organizational growth
Course Benefits Workplace conflict has an impact on more than the individual--it creates a ripple effect, the repercussions of which are felt throughout the team and the organization. In this course, you are fully engaged in realistic work scenarios in which you gain practical experience recognizing causes behind interpersonal conflict, targeting emotional triggers that create conflict, and applying proven techniques and strategies to build an environment of cooperation.Who Should Attend Managers, business professionals, and anyone interested in productive solutions to conflict in the workplace.Experiential activities, which include role-playing and video scenarios, allow you to simulate real-world situations and practice the skills presented throughout the course. Activities include:
- Diagnosing the conflict
- Identifying your "hot buttons"
- Developing emotional mastery
- Using effective body language
- Enabling productive conflict in teams
- Articulating what the other person wants
- Creating rapport with other people
- Defusing angry situations
- Beginning the conversation safely
- Identifying shared interests with active listening
- Taking different points of view
- Creating a shared vision
- Building your personal action plan
Course 904 Content
- Defining conflict
- The stages of conflict
- Focusing on a collaborative approach
- Balancing results vs. relationships
- A new way of looking at conflict
- Underlying sources of conflict
- Exposing the needs that feed conflict
- Triggers and emotional "hot buttons"
- Dealing with powerful emotions
- Recognizing conflict as a natural part of team development
- Enabling productive conflict in teams
- The life cycle of a conflict: the build-up and the resolution
- Introducing the 6-step model for resolving conflict
- Applying a powerful emotional mastery model
- Exploring your thoughts, feelings and beliefs
- Acknowledging the value of your perspective
- Determining your desired outcome
- Expressing what you truly want
- Reading other people's body language
- Using effective body language
- Matching body language with the intended message
- Applying the process model
- Asking the right questions
- Identifying key factors
- Articulating the true cause
- Choosing alternate conflict resolution strategies
- Setting the stage for success
- Removing barriers to conversation
- Making it safe to cooperate
- Dealing with negative emotions
- Opening the dialog
- Why we get angry
- Working for a positive outcome
- How to remain calm when they're not
- What managers and employees can do
- Establishing rapport
- Achieving powerful results with active listening
- Taking different perspectives
- Hearing both sides of the story
- Identifying shared interests
- Exploring options
- Short-term and long-term solutions
- Imagining a more cooperative future
- Creating a shared vision
- Why write it down?
- Defining the agreement
- Committing to resolution
- Holding one another accountable
- Establishing follow-up procedures
- What if it doesn't work?
- Resolving interpersonal and organizational conflicts from build-up to resolution
- Working in teams to resolve conflict using the 6-step process
- Identifying immediate action items
- Resolving conflict back at the office
- Committing to a collaborative outlook
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The PMI R.E.P. logo is a registered mark of the Project Management Institute, Inc. RealityPlus is a trademark of Learning Tree International.
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