Managing Workplace Conflict

Course Details

Learning Path: Workplace Skills

Duration: 3 Day(s).

Course Overview

The workplace is a dynamic, competitive, energizing, and complex place. It is continuing to become more diverse, bringing together people from different nationalities, cultures, educational levels, and world views. Conflicts are a normal part of working relationships and can have a positive impact when they generate new ideas, new solutions, and new ways of thinking about opportunities. They also contribute to personal growth and development as individuals learn to work through conflicts to achieve common goals.
Success comes from understanding how we behave, how we react to others, and how our behaviors can influence others. When a co-worker can meet with a teammate to address a negative attitude or anger, it increases the team’s chances of being successful. It also reduces the number of destructive conflicts the team may have. The customer service agent who can calm down an angry customer usually keeps that customer loyal and improves everyone’s chances for a less stressful day. This course is designed to help give you and your organization that step up.

Endorsed by

Learning Objectives

  • Define the types and stages of conflict.
  • Understand common conflict resolution methods and know when to use them.
  • Discover new and effective methods for dealing with difficult people.
  • Use specific techniques for managing and handling anger.
  • Use verbal and non-verbal communication skills to manage emotions and facilitate positive conversations.
  • Develop coping techniques for handing difficult people and situations.
  • Build your confidence to address conflicts positively rather than avoid them.
  • Use techniques to mediate conflicts with your team members or co-workers.
  • Control your emotions when other people around you are angry.
  • Communicate with others in a constructive, assertive way.

Target Audience
All professionals
Classroom and Audiobook 

Course Outlines

Unit 1: Conflict Is Part of Normal Behavior
Understanding Conflict
Why Do We Disagree?
How Well Do You Handle Conflict?
Unit 2: Identifying the Faces of Conflict
Types of Conflicts
Open and Hidden Conflicts
Spontaneous and Reflective Behavior
Understanding the Johari Window
Unit 3: Understanding Stages of Conflict
Robbins' Five Stages of Conflict
The Struggle Spectrum
Three Possible Conflict Outcomes
Unit 4: How to Prevent Problems from Arising
Why Don't People Do What They Are Supposed To?
Show Empathy
Risky Delusions
Unit 5: Getting the Conflict in Focus
In Spite of All Good Efforts, What Next?
The Three Fs
Unit 6: When Anger Takes Over
Managing Our Own Anger
Unit 7: Understanding Anger
Understanding Emotional Intelligence
What Is Anger?
Unit 8: What Does Anger Cost You?
The Hidden Costs of Anger
What Are the Benefits of Anger?
Understanding Trigger Thoughts
Unit 9: How Does Anger Affect Our Thinking Ability?
Is Anger the Best Response?
Distorted Thinking
Finding Sanctuary
Unit 9: How Does Anger Affect Our Thinking Ability?
Is Anger the Best Response?
Distorted Thinking
Finding Sanctuary
Unit 10: Understanding Behavior Types
The Four Major Types
Unit 11: Coping with Other's Anger
Coping with Other's Anger
Using Your Assertiveness to Calm the Anger
Handling Difficult Situations
Being Assertive in Difficult Situations
Unit 12: The Role of Communication in Conflict Resolution
The Communication Chain
Identify Other Communication Barriers
Establish Positive Intent
Unit 13: Using Active Listening Skills
Unit 14: Using Paraphrasing Skills
What Is Paraphrasing?
Use Probing Techniques
Unit 15: Asking Questions with Purpose
Asking Good Questions
Unit 16: Understanding Body Language
Unit 17: Understanding Your Conflict Resolution Style
A Survey
Reading the Conflict Grid
Identify the Pros and Cons
Unit 18: A Conflict Resolution Benchmark
The Conflict/Opportunity Test
Unit 19: Resolving Conflicts - A Model That Works
The Needs and Assumptions Model
Unit 20: Helping Others Through Conflict
Tips You Can Use
Facilitating Conflict Resolution
Set the Ground Rules
Coach Through Conflict
Manage Your Emotions

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