Responding to Conflict:
Creating Resolution and Cooperation

What is this course about?

Unresolved work conflicts can lead to damaged relationships, poor productivity and loss of competitive advantage for both the organisation and employee. Workplace conflict is inevitable, but it need not be destructive.

In this course, through participating in realistic work scenarios, you learn how to target emotional triggers that create conflict and apply proven techniques to build an environment of cooperation. You gain the skills to anticipate the causes of conflict and respond proactively, remove barriers to cooperation, and create positive outcomes based on mutual respect and commitment to ongoing collaboration. You learn to embrace conflict as an opportunity for team and organisational growth.

How is this course structured?

This course is structured around a dynamic style of learning created by Learning Tree called RealityPlus^TM – an immersive experience that engages you in authentic tasks within a real-world context through media-rich case studies, role playing, and video-based activities. The RealityPlus learning method is presented in a safe environment where you gain new skills and practise the most effective techniques to bring back to your job. At the end of your course, you are prepared to apply these new skills within your organisation.

Who will benefit from this course?

This course is valuable for managers and others who wish to find productive solutions to conflict in the workplace. Typical job titles include: supervisors, team leaders and project leaders who may need to handle conflicts in the workplace. It is also valuable for employees who are intent on increasing both their professional effectiveness and personal job satisfaction.

What background do I need for this course?

There are no prerequisites. If you work in a business setting, you will benefit from this course.

I already took Course 244. Should I take this course?

Yes! In Course 244, Assertiveness Skills: Communicating with Authority and Impact, you focus on developing a positive and assertive professional style. By contrast, this course provides you with the skills to handle conflict effectively and to respond to disputes and disagreements positively and proactively. The knowledge and tools gained in Course 244 can be helpful when taking this course. However, Course 244 is not a required prerequisite.

Is what I learn only applicable to the workplace?

While this course does focus on business examples, the principles learned are universal, powerful skills that can be applied to your workplace and to your life outside of work.

How is this course different from mediation?

Unlike in mediation, which involves taking an active role in guiding two parties to a compromise solution to a dispute, this course will enable you to create constructive resolutions to natural conflicts that arise every day in the workplace.

How is this course different from Course 341?

Course 341, Negotiation Skills for Tough Situations: Tools and Techniques That Deliver Results, covers conducting negotiations – which entails parties joining together for the express purpose of constructing a deal or agreement. In this course, you build collaborative relationships that are not limited to a single event or instance and that may, in fact, evolve as your team and organisation face ongoing challenges with increasing skill and finesse.

Will I leave this course with a methodology for conflict resolution?

Yes. You return to the office with a robust 6-step process for working through conflict to achieve a shared vision and creating an action plan for carrying it out.

How much time is spent on each topic?

How much of this course is spent practising the new skills in activities?

About 60% of course time is spent in activities in a realistic work environment. Activities include:

• Diagnosing the conflict
• Identifying your "hot buttons"
• Using effective body language
• Articulating what the other person wants
• Creating rapport with other people
• Diffusing angry situations
• Beginning the conversation safely
• Responding productively to others
• Creating your personal action plan

I get along fine with other people. Why should I come to this class?

Even if you are not personally involved in conflict within your workplace you can learn how to help other people resolve their conflicts. This course is particularly effective for creating a positive work environment and resolving day-to-day conflicts before they escalate into larger problems.

I manage a group of people. Will this course help me?

Absolutely! Your employees will inevitably face disagreements that could hinder your team's productivity, create resentment and poor working relationships, and contribute to high employee turnover. By facilitating successful resolution and fostering collaboration among your employees, you can support high-performing and highly productive teams that are better able to reach your business goals.

Some of my employees can be very demanding and difficult to work with – is this the right course for them?

People coming to this course learn critical conflict management skills and must be open to changing their attitudes and behaviors. You must determine if your employees are open to making changes before sending them to this course.

Does this course teach me how to handle challenging personality types?

This course provides you with the skills to manage "hot-button" issues in other people and strong emotions which are often exhibited by challenging personality types. However, this course does not teach you how to deal with aggressive individuals. For more targeted training for handling challenging people, you may be interested in Course 294, Influence Skills: Getting Results without Direct Authority. For handling aggressive individuals, you may want to consider Course 244, Assertiveness Skills.

Is this course applicable toward a Project Management Institute (PMI) certification?

Yes. Though this course is not designed as preparation for an exam, it is beneficial to anyone working toward, or maintaining, a PMI certification. Most PMI certifications require a specific number of PDUs in order to obtain and maintain the credential. Completion of this course provides 17 professional development units (PDUs).

Learning Tree offers several courses that help you prepare for PMI certifications, including Course 276, Preparing for the Project Management Professional (PMP)^® Exam, which prepares you for PMI's most popular certification. For more details on these courses and PMI certifications, please see the Learning Tree PMI Registered Education Provider Q&A.

How does this course relate to other Learning Tree courses?

• In Course 244, Assertiveness Skills: Communicating with Authority and Impact, you gain the confidence to behave assertively.
• In Course 292, Communication Skills: Results through Collaboration, you learn how to build collaborative relationships that emphasise trust and respect and communicate effectively using simple, concise and direct language.
• In Course 294, Influence Skills: Getting Results without Direct Authority, you apply influence strategies to gain commitment from others and dynamically adjust your approach to others to gain buy-in.
• Course 905, Facilitation Skills, provides the skills to facilitate goal-oriented results through planning, collaboration and consensus.
• Course 3411, Emotional Intelligence: Achieving Leadership Success, provides the knowledge and skills to increase your intra/interpersonal effectiveness, motivate and engage your teams, and foster cooperative working relationships through the application of EI.

Other courses that may be of interest include:

• 341, Negotiation Skills for Tough Situations: Tools and Techniques That Deliver Results
• 284, Critical Thinking and Creative Problem Solving
• 224, The Art of Coaching: Enabling Employees to Achieve Their Potential
• 297, Personal Skills for Professional Excellence
• 290, Management Skills
• 296, Project Management: Skills for Success
• 346, Project Leadership: Building High-Performance Teams
• 288, Achieving APMG Change Management Practitioner Certification

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