CEUs: 0.35

• Conflict, Confrontation, and Communication

• Mediation Services

• The MEDIATOR'S ACADEMY

• Negotiation Skills

Conflict in the workplace is inevitable, unavoidable, and (believe it or not) necessary, so it is critical to manage conflict well.  In this half-day program you will learn key tips and proven techniques for heading off destructive conflict, promoting healthy conflict, and for developing a positive, high-performance work environment. 

Length:  One 4-hour session

Instructor:  Drury

Who should attend: Managers, supervisors, team leaders, and others who want to deal effectively with  on-the-job conflict.

Benefits:

• Greater workforce productivity.

• Increased employee morale.

• Improved group creativity and problem solving.

• Greater confidence in your ability to deal with conflict.

• A reputation within the organization as skilled conflict manager. 

Learning Outcomes:

By the end of this program, you will be able to:

• Discuss the pros and cons of conflict.

• Describe the strengths and weaknesses of your personal conflict management style.

• Identify and avoid common mistakes made in dealing with conflict.

• List the steps to positive conflict resolution.

• Identify and avoid common barriers to effective conflict resolution.

• Describe what is meant by hidden conflict and methods for dealing with it.

Program Outline:

I.          The nature of conflict

            A.         Images of conflict

            B.         Positive results of conflict

II.          Conflict styles

            A.         Conflict management inventory

            B.         Advantages and disadvantages of each style

            C.         Effectiveness of your style

III.         Mistakes in conflict resolution

            A.         Common mistakes quiz

            B.         Exploration of “hot” buttons

            C.         Calming yourself down

IV.        Positive conflict resolution

            A.         DESC script

            B.         What helps and hinders

            C.         Your turn, my turn model

V.         Hidden  conflicts

            A.         Recognizing underground conflicts

            B.         Bringing conflict into  the open by “calling the process”

VI.        Conflict management action planning.