During this two-day workshop, you will learn: The five most common conflict resolution styles How to increase positive information flow through non-verbal and verbal communication skills How to be more confident of their ability to manage conflicts
- Course Outline
During this two-day workshop, you will learn:
- What conflict is and how it can escalate
- The five most common conflict resolution styles
- How to increase positive information flow through non-verbal and verbal communication skills
- Some effective techniques for intervention
- How to strengthen staff trust and morale
- How to be more confident of their ability to manage conflictsCourse Outline
Introduction and Course Overview You will spend the first part of the day getting to know participants and discussing what will take place during the workshop. Students will also have an opportunity to identify their personal learning objectives. Defining Conflict During this session, you will give participants a chance to explore some assumptions about conflict and the positives and negatives of conflict. Types of Conflict This session will cover three main types of conflict: inner, interpersonal, and group. We will also look at open conflict vs. hidden conflict. Spontaneous and Reflective Action When people are under stress, they are more apt to revert to spontaneous action and then regret their choice of words. This session explores spontaneous and reflective action through a brief lecture. Johari Windows The Johari Window is a way of looking at our self-awareness and our ability to ask feedback of others. We will look at the Johari Window in detail through a personal exercise and a case study. Stages of Conflict During this session, we will look at two models of the conflict process, some possible outcomes of a conflict, and strategies for dealing with conflict. Win as Much as You Can This quick, fun exercise gives participants a break and helps them learn about conflict outcomes. Conflict Resolution Style Questionnaire Participants will individually complete a questionnaire to help them identify their style of conflict resolution. Then, they will work in small groups to further examine their style. The Role of Communication in Conflict Resolution Active listening, paraphrasing, questioning, and body language are just a few of the tools that we can use to resolve conflict. We will look at all of these concepts in detail through lectures and role plays. Seven Steps to Ironing Things Out There are seven easy things that you can do to start resolving conflict. We will explore each method briefly in a short lecture. The ConflictOpportunity Test Using a role play, this session will give participants some questions that can help them identify the benefits of a conflict. Conflict and Its Resolution This session will look at a few processes that we can use to identify and resolve conflict. Facilitating Conflict Facilitation skills have become a cornerstone of many leadership models. This session will look at facilitation and how it can be applied to conflict. Participants will also practice facilitation skills in a role play. Setting Norms Norms are a set of rules that a group agrees to act by. Setting norms during a conflict situation can help members stay calm, rational, and focused on the problem. Making an Intervention Leaders often find themselves in a situation where they need to intervene to help a group resolve conflict. This session will explore some ways to intervene effectively. Workshop Wrap-Up At the end of the day, students will have an opportunity to ask questions and fill out an action plan.
- Prerequisites & Certificates
Certificate of Completion
- Cancellation Policy
ctc TrainCanada - We Never Cancel*:
We are unique in the corporate training field in that we do not cancel desktop applications courses due to low enrollment. When there are less than 3 students, ctc TrainCanada will personalize the class (students then receive more time with the instructor to address their individual needs allowing the student to complete the full course in less time) or connect the student remotely to a class at one of our other branches via TrainLive remote classroom instruction. *Microsoft Certified Courses and other technical courses require a minimum enrollment of three students. Business Skills courses require multiple students in order to run due to the interactive nature of the training. Selected Desktop Applications courses may require a minimum enrollment of two students to run. ctc TrainCanada® reserves the right to deliver Microsoft Certified and other technical courses via TrainLive remote classroom instruction in order to guarantee the course to run.
ctc TrainCanada Cancellation policy:
You may cancel or reschedule this registration in writing with no penalty with a minimum of 10 business days' notice prior to the first day of the course. Full payment is required if you cancel or reschedule this registration within 10 business days prior to the first day of the course. However, substitutions are welcome. If you do need to cancel or reschedule a publicly scheduled course within the 10 day non-cancellation period (not a client dedicated course), payment is to be made and a training voucher for a public course will be issued to you. This allows you to attend a future date for the same course at no charge (subject to availability).
No-shows will not be issued a training voucher.
Complimentary Service: We offer all our students coffee, tea, juice or pop, muffins or pastries in the morning and cookies baked in our own oven each afternoon.
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