Responding to Conflict: Creating Resolution and Cooperation

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
Deal with conflict at all levels
Create productive outcomes and reach a final agreement
Embrace constructive conflict as an opportunity for team and organisational 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 organisation. In this course, you are fully engaged in realistic work scenarios in which you gain practical experience recognising 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.

RealityPlus™

Experiential activities, which include role-playing and video scenarios, allow you to simulate real-world situations and practise 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
Channeling constructive conflict for innovative outcomes
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 Content

Anatomy of a Conflict

Defining conflict
The stages of conflict
Focusing on a collaborative approach
Exploring your relationship with conflict and its impact
A new way of looking at conflict

Investigating the Causes of Conflict

Why we fight

Underlying sources of conflict
Exposing the needs that feed conflict
Triggers and emotional "hot buttons"
Dealing with powerful emotions

Conflict in teams

Recognising conflict as a natural part of team development
Enabling productive conflict in teams
Applying the Quad Talk Model

Taking First Steps toward Resolution

Defining the conflict resolution model

The life cycle of a conflict: the buildup and the resolution
Introducing the six-step model for resolving conflict
Developing an awareness of the role of emotions

Managing your emotions

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

Unlocking the power of body language

Reading other people's body language
Recognising cultural differences in body language
Using effective body language
Matching body language with the intended message

Setting the Foundation for Cooperation

Diagnosing the conflict

Applying the process model
Asking the right questions
Identifying key factors
Articulating the true cause
Choosing alternate conflict resolution strategies

Establishing a collaborative environment

Setting the stage for success
Removing barriers to conversation
Making it safe to cooperate
Dealing with negative emotions
Opening the dialogue

Defusing an angry situation

Why we get angry
Working for a positive outcome
How to remain calm when they're not
What managers and employees can do

Resolving the Conflict

Creating the connection

Establishing rapport
Achieving powerful results with active listening
Taking different perspectives
Hearing both sides of the story
Identifying shared interests

Working out the resolution

Exploring options
Short-term and long-term solutions
Imagining a more cooperative future
Creating a shared vision

Formalising the agreement

Why write it down?
Defining the agreement
Committing to resolution
Holding one another accountable
Establishing follow-up procedures
What if it doesn't work?

Achieving Positive Results

Putting it all together

Resolving interpersonal and organisational conflicts from buildup to resolution
Working in teams to resolve conflict using the six-step process

Creating a personal action plan

Identifying immediate action items
Resolving conflict back at the office
Committing to a collaborative outlook

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