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
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.
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.
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.
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.
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.
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
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.
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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