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Respond to Conflict: Strategies for Improved Communication

Duration: 1 day
Course Price: $450

Do you have people in your workplace who cause problems for everyone else? Do they create additional work for others? Conflict at work is a painful reality and a key explanation for decreased productivity and increased frustration. One point is clear: conflict does not magically go away, and it only gets worse when ignored. In this course, you will develop conflict resolution strategies to prevent explosive situations and learn to communicate in a way that facilitates cooperation and problem-solving without creating resistance.

Class Length: Full Day

Outline

  • Develop Conflict Awareness
    • Distinguish Between Disagreement and Conflict
    • Understand Common Triggers of Workplace Conflict and Barriers to Resolving Them
    • Differentiate Between Difficult People and Difficult Behavior
    • Explore the Role that Emotional Intelligence Plays in Conflict
    • Create a Mini Action Plan
  • Prepare to Respond to Conflict
    • Apply Advanced Listening Techniques (Active Listening, Validating, and Paraphrasing)
    • Learn How to Distinguish Between Content and Feelings During Conflict
    • Understand How Meaning is Derived from Relationship Context
    • Explore the Avoid/Attack Spectrum to Plan Your Response to Conflict
    • Create a Mini Action Plan
  • Manage Conflict Productively
    • Prepare Communication Scripts to Approach Conflict with Confidence and Objectivity
    • Build Action Plans to Manage Conflicts with People Who are Passive, Assertive, Aggressive, and Passive Aggressive
    • Detoxify Emotional Statements and Devise Alternative Ways to Express the Messages Behind Them
    • Create a Mini Action Plan
  • Maximize Trust, Minimize Conflict
    • Explore the Role that Trust Plays in Conflict
    • Leverage the Platinum Rule and Invest in Emotional Bank Accounts to Increase Trust
    • Map Out How You Will Invest in Key People to Increase Harmony and Productivity at Work
  • Final Action Plan

Target Audience

Anyone within your organization who wants to learn how to navigate and improve challenging relationships at home and at work will benefit from this course.   

Do you have people in your workplace who cause problems for everyone else? Do they create additional work for others? Conflict at work is a painful reality and a key explanation for decreased productivity and increased frustration. One point is clear: conflict does not magically go away, and it only gets worse when ignored. In this course, you will develop conflict resolution strategies to prevent explosive situations and learn to communicate in a way that facilitates cooperation and problem-solving without creating resistance.

Class Length: Full Day

Outline

  • Develop Conflict Awareness
    • Distinguish Between Disagreement and Conflict
    • Understand Common Triggers of Workplace Conflict and Barriers to Resolving Them
    • Differentiate Between Difficult People and Difficult Behavior
    • Explore the Role that Emotional Intelligence Plays in Conflict
    • Create a Mini Action Plan
  • Prepare to Respond to Conflict
    • Apply Advanced Listening Techniques (Active Listening, Validating, and Paraphrasing)
    • Learn How to Distinguish Between Content and Feelings During Conflict
    • Understand How Meaning is Derived from Relationship Context
    • Explore the Avoid/Attack Spectrum to Plan Your Response to Conflict
    • Create a Mini Action Plan
  • Manage Conflict Productively
    • Prepare Communication Scripts to Approach Conflict with Confidence and Objectivity
    • Build Action Plans to Manage Conflicts with People Who are Passive, Assertive, Aggressive, and Passive Aggressive
    • Detoxify Emotional Statements and Devise Alternative Ways to Express the Messages Behind Them
    • Create a Mini Action Plan
  • Maximize Trust, Minimize Conflict
    • Explore the Role that Trust Plays in Conflict
    • Leverage the Platinum Rule and Invest in Emotional Bank Accounts to Increase Trust
    • Map Out How You Will Invest in Key People to Increase Harmony and Productivity at Work
  • Final Action Plan

Target Audience

Anyone within your organization who wants to learn how to navigate and improve challenging relationships at home and at work will benefit from this course.   

Prerequisites: No prerequisites for this course

Learning Objectives

  • Understand Definitions and Assumptions About Conflict
  • Anticipate and Prepare for Common Workplace Conflict
  • Identify Conflict Styles and Consequences
  • Learn How Thoughts, Feelings and Physical Responses Impact Our Response to Conflict
  • Communicate In a Way That Facilitates a Problem-Solving, Caring Climate

Develop Conflict Awareness

  • Distinguish Between Disagreement and Conflict
  • Understand Common Triggers of Workplace Conflict and Barriers to Resolving Them
  • Differentiate Between Difficult People and Difficult Behavior
  • Explore the Role Emotional Intelligence Plays in Conflict
  • Mini Action Plan

Prepare to Respond to Conflict

  • Apply Advanced Listening Techniques (Active Listening, Validating, Paraphrasing)
  • Learn How to Distinguish Between Content and Feelings During Conflict
  • Understand How Meaning is Derived from Relationship Context and Not the Intrinsic Definition
  • Explore the Avoid/Attack Spectrum to Plan Your Response to Conflict
  • Mini Action Plan

Manage Conflict Productively

  • Prepare Communication Scripts to Approach Conflict with Confidence and Objectivity
  • Build Action Plans to Manage Conflicts with People who are Passive, Assertive, Aggressive and Passive Aggressive
  • Detoxify Emotional Statements and Devise Alternative Ways to Express the Message Behind the Emotional Statement
  • Mini Action Plan

Maximize Trust, Minimize Conflict

  • Explore the Role Trust Plays in Conflict
  • Leverage the Platinum Rule and Investing in Emotional Bank Accounts to Increase Trust
  • Map Out How you Will Invest in Key People to Increase Harmony and Productivity At Work
  • Final Action Plan
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