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Conflict Resolution Class

Learning Method: Instructor-led Classroom Learning Duration: 1.0 Days


Overview: 
Every workplace has conflict.  A person’s ability to manage personal and group conflicts is essential for success.  The inability to come to a resolution can oftentimes lead to violence in the workplace with devastating results. In recent years our society has become hyper-vigilant with respect to national origin, creed, gender, and religious affiliation. Conflict resolution training enables parties to find a resolution to a disagreement and actively resolve workplace conflict issues.

Who Should Attend:

This course is for anyone who wants to enhance their ability to deal with conflict situations productively.  This course is especially useful for those who much find ways to quickly and fairly resolve the conflicts that naturally occur in the workplace.


At Course Completion: 
Upon successful completion of this course, students will be able to: Identify the most common causes of conflict and provide techniques for managing workplace conflict. 

Course Outline: 

Lesson 1: Identify 3 major types of conflict

  • Task Conflict
  • Relationship Conflict
  • Value Conflict

Lesson 2: Review the 5 conflict resolution strategies

  • Avoiding
  • Defeating
  • Compromising
  • Accommodating
  • Collaborating

Lesson 3: Learn how to create an environment for open, honest dialogue during conflict resolution

  • Acknowledgment
  • Request input
  • Active and reflectively listening
  • Describe instead of judging
  • Respect

Lesson 4: Discuss the 5 major stages of conflict

  • Latent Conflict
  • Perceived Conflict
  • Felt Conflict
  • Manifest Conflict
  • Conflict Aftermath

Lesson 5: Discuss the 5 levels of conflict

  • Intrapersonal
  • Interpersonal
  • Intragroup
  • Intergroup
  • Intraorganizational

Lesson 6:  Tips for managing conflict

  • Accept
  • Analyze
  • Model appropriate body language
  • Focus on the future
  • Be Creative
  • Be Specific
  • Be Confident

Lesson 7:  Define the primary conflict resolution skills

  • Effective communication
  • Emotional intelligence
  • Stress management
  • Empathy
  • Impartiality
  • Negotiation

Lesson 8:  Final putting it all together – 6 steps of conflict resolution

  • Clarify
  • Establish common goal
  • Discussion
  • Determine barriers
  • Agreement
  • Acknowledgement
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