Conflict Management & Resolution in the Workplace

Introduction

This intensive, hands on, activity driven program teaches skills that focus on dealing with difficult conversations from colleagues and customers alike. You will have the ability to create the greatest positive impact at every given opportunity when facing difficult or challenging conversations every time.

Course Objectives

Upon completion of this program, the participants should be able to:

• Handle conflicts in a responsible manner
• Improve interpersonal relationship with people
• Maintain a positive work environment
• Solve problems amicably
• Understand and employ the communication process effectively

Key Content

Module 1: Overview

• Context setting
• Definition of conflict
• Our worldview
• Barriers to communciation
• Reframing tools

Module 2: Interpersonal Communication

• Building credibility
• The 4 Quadrant Communication Model
• Identifying your personal style of communicating
• Developing your style towards effective conflict management
• Shifting into positive action

Module 3: Being Effective in Communication

• Applying learning in the workplace and relationships
• What others say and do and what is important to them
• What we do more of when managing conflict with different people
• What we avoid doing when managing conflict with differnt people
• Revealing our blind spots

Module 4: Overcoming Challenging Situations

• Bad news bears
• Gossip mongers
• Drama kings and queens
• Chicken littles
• The victims
• Bullies and back stabbers

Module 5: The Roots of Conflicts

• Facts
• Methods
• Goals
• Values
• The 3 common scenarios of workplace conflict

Module 6: Conflict Resolution

• Escalating conflicts levels
• Conflict resolution model
• People, issue and actions
• Conflict resolution approaches
• The 4 flags

Module 7: Conflict Resolution Styles

• The red flag
• The white flag
• The yellow flag
• The blue flag
• Situational conflict resolution

Module 8: Coaching Wisdom

• Steps to resolve conflict: associate to supervisor
• Steps to resolve conflict: associate to associate
• Steps to resolve conflict: third party conflict
• Coaching to resolve conflict
• Facilitation questions