Poorly managed conflict costs organizations time, good employees and even customers. A CPP Inc. study found that 85% of employees experience conflict to some degree, spending on average about 2.1 hours a week dealing with it. This 60-minute workplace conflict resolution training shows how to turn that time into positive outcomes.
The question isn't whether conflict and difficult people can be avoided, but how to handle them well. You'll cover myths and facts about conflict, its constructive and destructive sides, the symptoms to watch for and the differences that cause it: perceptual, informational, procedural, goal, role and personality.
You'll then learn five conflict styles, six tips for lasting resolution and how to plan next steps.
WHY SHOULD YOU ATTEND?
Conflict is part of working with people who have different ideas, backgrounds, values and goals. Handled badly, it drains energy, polarizes people and reduces cooperation. Handled well, it improves communication, strengthens teamwork and leads to better decisions. The ability to manage conflict confidently is a valuable leadership skill.
It suits executives, HR leaders and professionals, chief learning officers, directors, project and operations managers, supervisors, team leaders and new managers.
AREA COVERED
- Myths and facts about conflict
- Conflict as both constructive and destructive
- The symptoms of conflict: what you see and hear
- The differences that cause conflict: perceptual, informational, procedural, goal, role and personality
- The iceberg concept of conflict
- Five conflict management styles and when to use each
- A real-world conflict and how it was resolved
- Six tips to resolve conflict positively so it sticks
- Keeping your cool and using positive language
- Next steps: action planning and implementation
LEARNING OBJECTIVES
- Identify the six main causes of conflict and which creates the most problems
- Explain the iceberg concept of conflict
- Define five conflict management styles and match each to different situations
- Recognize your own conflict style, from shark and turtle to teddy bear, fox or owl
- Stay calm and professional in the heat of the moment
- Use positive communication to reduce negative emotions, especially anger
WHO WILL BENEFIT?
CEO’s, COO’s, VP of Human Resources, Chief Learning Officer, Directors, Project Managers, Operation Managers and Supervisors, Team Leaders, Human Resources Professionals, New Managers, Supervisors
Conflict is part of working with people who have different ideas, backgrounds, values and goals. Handled badly, it drains energy, polarizes people and reduces cooperation. Handled well, it improves communication, strengthens teamwork and leads to better decisions. The ability to manage conflict confidently is a valuable leadership skill.
It suits executives, HR leaders and professionals, chief learning officers, directors, project and operations managers, supervisors, team leaders and new managers.
- Myths and facts about conflict
- Conflict as both constructive and destructive
- The symptoms of conflict: what you see and hear
- The differences that cause conflict: perceptual, informational, procedural, goal, role and personality
- The iceberg concept of conflict
- Five conflict management styles and when to use each
- A real-world conflict and how it was resolved
- Six tips to resolve conflict positively so it sticks
- Keeping your cool and using positive language
- Next steps: action planning and implementation
- Identify the six main causes of conflict and which creates the most problems
- Explain the iceberg concept of conflict
- Define five conflict management styles and match each to different situations
- Recognize your own conflict style, from shark and turtle to teddy bear, fox or owl
- Stay calm and professional in the heat of the moment
- Use positive communication to reduce negative emotions, especially anger
CEO’s, COO’s, VP of Human Resources, Chief Learning Officer, Directors, Project Managers, Operation Managers and Supervisors, Team Leaders, Human Resources Professionals, New Managers, Supervisors