Conflict Management

Conflict can happen anywhere, and it's especially difficult to deal with in the workplace. Miscommunication can create tension and lead to misunderstandings.

In this two-day course, you'll explore how we give and receive messages and how this can create conflict.

You delve into the dynamics of anger and examine your listening habits in conflict situations. And you discover the difference between collaborative, judgmental and defensive responses.

Through practice sessions, you develop essential communication skills.

Course topics

• personal values, beliefs and attitudes that may influence conflict in the workplace 
• the differences between positional-based thinking (win-lose or competitive thinking) and interest-based thinking (win-win or cooperative bargaining)
• apply the principles of conflict resolution to come to a collaborative outcome
• the power of assumption and perception, and learning to question your own judgments of others 
• clear, effective communication using reflective and active listening, summarizing, empathy and appropriate questioning techniques
• develop descriptive language and practice assertive “I” statements to replace passive or aggressive language and behavior.
• contrast the anger arousal cycle with de-escalation techniques to reduce the harmful effects of anger on relationships.