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.

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