Managing Conflict

This managing conflict seminar is about win-win solutions to resolve conflict that we face virtually every day. It is a one-day course filled with practical tips, techniques and strategies to manage conflict. The managing conflict seminar is hands-on and highly interactive. There will be several individual and group exercises including role plays. Every seminar participant will receive a user-friendly notebook containing copies of viewgraphs, examples and exercises.

Who Should Attend?

Everybody! Who doesn’t have conflict in their projects? Everybody experiences conflict both at work and in their personal lives. (Those that claim no conflict are either not being truthful to themselves or they manage it so well that it seems non-existent.)

What You Will Learn

• Five key conflict resolution strategies and how to use them effectively.
• How to prevent conflict from escalating.
• How to build win-win relationships in spite of conflicts.
• Tips on avoiding conflict.
• The R-E-S-O-L-V-E model of conflict resolution.
• Eight-step process to master self control during conflict.
• The barriers of conflict resolution and how to bust them.
• Proven ways to control your own anxiety, fear and anger.
• How to really separate the person from the action.
• When to give in and when to stand firm.
• The warning signs that preclude conflict.
• Four types of difficult people and strategies to deal with them effectively.
• How to master self-control.
• How to sharpen your listening skills for better communications during conflict.
• Six barriers to problem solving and strategies to overcome.

Seminar Outline

Understanding Conflict
Identifying sources of conflict
Behavior patterns leading to conflict
Style differences
Gender differences
Self-image and conflict

Preventive Measures
High costs of conflict
Warning signs
Avoiding conflict
Perception check

Working Through Conflict
Understanding anger
Managing stress
Blowing off steam
Mastering self-control
Dealing with difficult people
Responding to criticism
Preparing for the conflict discussion

Gaining Resolution
Professional and productive problem solving
Communication during conflict
Generating honesty and trust
Defusing anger
The resolution formula
More problem solving techniques

Developing a Supportive Environment
Characteristics of a positive environment
Developing a professional code
The conflict chain of command