Conflict Resolution

Managing conflict both in the workplace and outside the workplace is increasingly difficult. Stresses In our fast paced work environment conflicts can arise.  This hands on, one day program focuses participants in on creating a personal toolkit for managing conflict both in the moment and in preparing for an anticipated conflict.  The better prepared we are for conflict the less often it occurs and the more positive outcome occurs. Participants focus on managing.

This class is hands on and participants focus on understanding their own conflict situations and prepare an personal plan for dealing with conflict.  Participants share and engage as they choose to, in a supportive and encouraging learning environment.

You will learn:

• What is the real source of conflict?
• How to assertively engage in conflict when necessary
• Keeping your cool in conflict situations
• Knowing when to stand firm and when to choose to let it go
• Making choices in the moment
• Understand the various approaches to conflict and the best associated responses
• Explore the difference between Assertive, Aggressive and Passive-Aggressive behaviour styles
• Learn techniques to best enhance the performance and minimize issues with each behaviour style

 What you will cover:

1. Understanding Conflict

• Answer these key questions:
• Just how did this conflict begin?
• What do I do now?
• What is my best choice now?

2.  In the Moment of Conflict

• Understand what are the most common approaches to conflict
• Diagnose how conflict arises
• Explore how best to manage conflict in the moment
• How to use conflict as an opportunity to relationship build
• How to proactively manage conflict before it escalates
• The difference between assertive and aggressive
• How to confidently approach someone when conflict may arise

 3.   The Various Approaches in Conflict

• Assess your own  style of managing conflict
• Assess the style of those you work with including team mates, customers, suppliers, etc.

4.  Strategies for Success

• Build strategies for handling conflict in the moment
• Creating focus points and choosing perception in moments of conflict and in anticipation of conflict
• Identify key steps to creating positive outcomes with conflict situations
• Create a personal action plan for managing conflict situations

5.  Engaging positively in Conflict

• Map out and practice dealing with your conflict situations
• Practice presenting a creative approach to engaging in conflict situations
• Learn how to stay focused on the outcome and results and not the emotion of the moment
• How to influence the decision/outcome of the conflict using specific approaches

Seminar Tools

A Diagnostic Instrument will be utilized in this program.

Course Duration

One day