Conflict Resolution Skills
With our extensive knowledge of the different software currently on the market, including all Microsoft and Adobe applications, ON-TRACK Corporate Training Ltd. has a diverse and flexible schedule that can be customized to your needs – we offer group course (both public and corporate), one-on-one training, and on-site training options. We also have easily accessible on-line training videos available.
Duration: 2 Days
Objectives
After this session, participants will be able to:
- Define conflict and assess the impact level of an ongoing conflict
- Identify and address the causes of a conflict
- Compare conflict behaviours and collaborative techniques
- Determine their own style of managing conflict
- Use calming and persuasion skills to contain difficult situations and defuse feelings
- Manage non-verbal behaviour
- Use voice techniques to maintain a non-defensive environment
- Shift from conflict to collaboration using communication and assertiveness skills
- Manage the anger and stress that accompany conflict situations
- Use principled negotiation and problem-solving skills to reach a win-win solution
- Follow seven key problem-solving steps in resolving conflict
Outline
- Part I: Brief Introduction, roles, goals and warm-up
- Part II: General Aspects of Conflict
- What is conflict?
- Four concepts useful in handling conflict
- At which of the five levels of conflict do we intervene?
- How to determine the causes of a conflict
- Clarifying our core values
- Comparing competitive behavior with collaborative behaviour
- Identifying our personal style of managing conflicts
- Part III: Calming and Persuasion Skills
- Calming upset feelings: specific words to use to reduce negativity and defensiveness
- The Blame-shame Game: Helping people become less defensive and blaming during conflict
- Switching the interpersonal climate from defensive to supportive
- What NOT to say to an upset person
- The power of nonverbal communication
- Four ways to manage anger (our own and others’)
- Strategies for handling various types of “difficult” people
- Persuasion strategies that work
- Part IV: Communication Skills for Resolving Conflict Situations
- Active listening skills
- Paraphrasing and perception-checking
- Asking questions that reveal useful information non-defensively
- How to manage unexpected replies
- Expressing ourselves assertively without becoming aggressive or passive
- Using voice techniques to say what we mean and mean what we say
- Part V: Advanced Situational Communication Skills
- Distinguishing among debate, argument, discussion and dialogue
- Engaging in fighting fair
- Moving from threat to consequence
- Choosing response, not reaction: managing emotional thinking
- The negative power of sarcasm
- How to build on the opposer’s point rather than destroy it
- When No means No : saying “No” professionally
- Expressing empathy
- Distinguishing “red” and “blue” relating styles
- Part VI: Negotiating to Win-Win
- Some conditions essential to a successful negotiation
- Structuring a negotiation: random tactics produce random results
- Positional and principled negotiating
- Recognizing the tie between “purple” negotiating and win-win
- The heart of negotiating success
- Strategies for dealing with hard-nosed tactics
- Applying seven reasoned steps to problem-solving to win-win
- Techniques for generating workable solutions
- Practicum on real-life situations
- Part VII: Course Evaluation and Closure