Conflict Resolution: Getting Along in the Workplace

Learn: What conflict is & how it can escalate; 5 most common conflict resolution styles; How to increase positive information flow through non-verbal & verbal communication skills; Some effective techniques for intervention; How to strengthen staff trust

Course Outline

All of us experience conflict. We argue with our spouses, disagree with our friends, and  sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people. The only people who don’t experience conflict are hermits.

During this two-day workshop, you will learn some other things about conflict, including:
• 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 conflicts

Course Outline Introduction and Course Overview
You will spend the first part of the day getting to know other 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, participants are given 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 Conflict/Opportunity 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.

Additional Details

Pre-Requisites

Certificates offered

Certificate of completion

Cancellation Policy

A full 5 business days notice is required to change or cancel any course date.

Once payment has been received, a credit will be held in your account if we have received sufficient notice of your cancellation or date change (we do not provide refunds). If insufficient notice is received, the entire fee or Tickets for that course date will be charged.

There is no charge for substitutions. If you cannot attend your course and cannot provide the 3 business days notice, you can send someone else in your place with no penalty.

Course Retake

If you cannot provide 5 business days notice of cancellation, you may take the course at a later date at no further charge with the following conditions.

1. You must take the course within 6 months of the original course date (no exceptions). After that time, the full course fee will be charged again.

2. Registration is on a stand-by basis only. If the course date you select becomes fully booked you will be asked to choose another date, which must be within 6 months of the original course date.

3. If you need to change or cancel your free re-take course, we must receive a full 5 business days notice of the change. If insufficient notice is received, this offer no longer applies and the full course fee will be charged again, should you choose to book another date.

4. This course is not transferable to another person. It must be taken by the same person who was scheduled for the original course.

5. This offer applies to the same course only (same software program, same course level and the same software version as was originally booked).

Map & Reviews

Excel Training Toronto
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Mississauga Training Centre
1087 Meyerside Dr Unit 10
(Dixie Rd & Hwy 401)
Mississauga, Ontario
Canada   L5T 1M5

Reviews

 

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Here are some reviews of the training vendor.

   

Well run, good pace given that all three versions of Project had to be covered simultaneously.

Reviewed by Sandy B. 2012

   

Perhaps give option for 1/2 hour lunch as not familiar with area and just passing time during the break.

Reviewed by Robin M. 2012

   

I think the intermediate course could be taught in 1 day rather than 2

Reviewed by Denise S. 2012

   

The instructor, Katie Geoghan was phenomenal. Her energy and level of expertise were wonderful. This is the best class I have ever attended and I learned so much from it.

Reviewed by Karen C. 2011

   

Too much material to cover, did not really learn what I went for. One hour is way too long a break, especially since you can't work on your own, you need the instructor to be present. We went to learn, not eat.

Reviewed by Charles N. 2011

   

I was extremley impressed with the Instructor, Katie Geoghegan. Katie was very outgoing and easy to talk to. No questions was a "stupid" question. She went thru the course manual step by step. She made sure that everyone understood what they were doing before we moved on. She was very pleasant thru out the day. I walked out of that cours feeling very confident.

Reviewed by Hala M. 2011

   

The course was excellent and the instructor was very helpful and knowledgeable. I am recommending this course to my colleagues.

Reviewed by Gayle L. 2011

   

I had no previous exposure to Pivot Tables and was a bit apprehensive at the start of the course, however the presenter made it really easy to grasp the concepts and made sure I was learning at the same pace as the rest of the class, which I really appreciated!

Reviewed by Ferzin W. 2011

   

recommend you update the content to Exchange SP1

Reviewed by Patrick H. 2011

   

Really enjoyed the course and and Katie G the instructor was absolutely fantastic. I would definately take another course with her for excel in the near future.

Reviewed by Eliscia D. 2011

   

Material covered too quickly. No opportunity for exercises.

Reviewed by Harley S. 2011

   

I had already filled out an evaluation for this course at the end of the course so I am not sure why I have to do it again???

Reviewed by Cathy M. 2011

   

Instructor needs to use breath mints. As to the course, it's understood that there was a great deal to cover in two short days. However, I did feel we didn't have enough time to work with individual elements (through exercises) to get a solid personal grasp. It's one thing to listen to someone talk about a procedure. You do not learn until you have a chance to do it. Also, we weren't given a final exercise of designing a simple page to try to bring together all the material presented.

Reviewed by Terry G. 2011

   

A lot of information to cover in one day. Maybe 2 days would be better to adsorb info and have more for excerises. The handout was not easy to read as it was very small font and the print was too light/faded (almost like it needed a new toner).

Reviewed by Katherine S. 2011

   

Great instructor

Reviewed by Victoria S. 2011