Making Workplaces Work Better

Course Title

Managing Workplace Conflicts

Target Audience

Executives, sales people, managers and supervisors, team leaders, technical professionals, anyone who runs into interpersonal conflicts and wants increased ability to deal with them

Course Objectives

• Explore the attitudes, behavior, and strategies that help people manage conflict constructively
• Assess and decide when to use five different methods of dealing with conflicts: avoid, accommodate, confront, compromise and collaborate
• Provide a wider range of choices for responding to situations where there are different goals, different strategies, or different styles
• Acquire powerful skills to influence and persuade others toward shared goals
• Discover new ways to manage interpersonal differences to prevent conflicts from becoming tiresome or emotionally draining
• Provide tools to get beyond conflict and improve the quality of relationships
• Become more confident and creative at keeping the perceived level of conflict low enough to get win-win results through cooperation, negotiation, partnership

Course Contents

1. Ten Common Errors – and how to avoid them – in communication and conflict management
2. Rapport: how to strengthen it and how to respond when you lose it
3. Maintaining a centered, resourceful internal state
4. Handling differences: Verbal patterns to replace knee-jerk responses and keep to the door open for continued communication
5. Using anger constructively; equalizing power; the gentle art of confrontation
6. Negotiating win-win agreements: requests and promises

Course Length

9 - 24 hours total classroom time, delivered as 3 - 6 sessions of 3 - 4 hours each; 16 hours is optimal

Read what past participants have said about this course here.