Training Programs

Resolving Conflict

In every organization and relationship there is potential for conflict. Conflict can be a very healthy, positive part of the organization...or it can be stressful and damaging to those within the organization. When handled constructively, conflict can lead to increased learning, greater productivity, and enhanced working relationships. Specifically, effective conflict resolution will result in more efficient meetings, competent decision making, and heightened service to both internal and external customers.

Conflict refers not just to major confrontations, but to things as simple as diverse ways of thinking, different approaches to work, and dissimilar needs and desires. This program teaches participants how to effectively address differences of opinion to avoid escalated conflict. Utilizing case studies and role play, participants will also learn skills to assess conflict situations when they do occur and deal with them in a manner that is healthy, positive, and productive.

Objective:

Participants will develop skills to recognize the signs of conflict, select the most appropriate method of resolution, and effectively resolve conflict situations.

Key Topics

• Assessing your attitude toward conflict
• Determining your conflict handling style
• The causes of conflict in the workplace
• Understanding what makes conflict constructive and destructive
• Realizing the benefits of conflict
• Understanding the five different methods of dealing with conflict and when each method is most appropriate to use
• Utilizing a conflict model to prepare for resolution
• Working through a present conflict using the conflict model