Choice and Control: A Positive Approach to Conflict

Course description

Any one working with others will experience situations where confrontations and conflicts occur. There will always be conflict. It is critical to our professional survival that we know how to analyze and respond to conflict situations and what communication skills to use to manage it successfully. This course is designed to give participants the opportunity to focus on specific skills, tools and techniques to strengthen and expand their ability to work creatively with all types of conflict and improve effectiveness in interpersonal relationships and negotiations. Throughout the two days participants practice applying skills, tools and different approaches to their own specific conflict situations. A variety of individual, pair and team exercises are structured that allow the participants to experience “Real” plays and exchange constructive feedback on conflict style and skills.

Who should attend

Supervisors, managers, team leaders, team members who are faced with and must effectively resolve conflict situations that take place in the workplace setting.

What you will achieve

  • A positive approach to conflict
  • Understand and analyze the nature and reasons for conflict
  • The ability to use emotional intelligence in conflict situations
  • Knowledge of the five conflict positions and the effects of each
  • Application of intervention models to use in conflict situations
  • Skills to promote successful communication in conflict situations
  • Increased confidence to deal with difficult situations
  • An awareness of your own conflict style

What you will learn

  • Conflict Analysis—use a model to understand and analyze the root cause of the conflict and then determine the best method for resolving the conflict.
  • Conflict Management Processs—learn specific techniques for dealing with conflict that leads to constructive rather than destructive outcomes.
  • Conflict Management Styles—learn about your preferred style and be able to recognize the styles of others.
  • Foundation Skills—the use of emotional intelligence, perception analysis, active listening, expressing without provoking for non-defensive communication.
  • Influencing Strategies and Techniques—learn to understand the other person’s concerns and adjust your approach to meet common needs.
  • Facilitation Skills—develop prevention and intervention techniques for facilitating team conflict.
Day One
  • Course Introduction
    • Understand the Goals, Roles and Process for the workshop to enhance learning while demonstrating actual conflict prevention tools.
  • Conflict Tendencies and Assumptions
    • Brief discussion of common tendencies, comfort levels and assumptions that impact our ability to deal effectively with conflict.
  • Your Requirements
    • Exercise which promotes participant understanding of individual and team conflict challenges and identifies learning goals for successful conflict management.
  • Choice and Control
    • Our responses to conflict impact the outcomes, understanding where we have control and the choices we make is critical to managing difficult people and situations.
  • Emotional Intelligence
    • Understanding the components of emotional intelligence and how to utilize EI in specific conflict situations.
  • Analyzing Conflict
    • Learn to focus on the nature and specifics of the problem/situation for creative resolution.
  • Five Conflict Positions
    • Utilizing the Thomas Kilman conflict assessment instrument, participants identify Individual conflict styles and learn how styles and positions work most effectively based on goals and factors.
Day Two
  • Applying Conflict Communication Skills
    • Assertive communication skills and tools are applied to individual conflict situations. Participants learn how to approach, open and conduct discussions for conflict resolution.
  • Create a Conflict Strategy
    • Learn to deal with difference in style and drives to be more effective by understanding. Personal needs and motivations in yourself and others.
  • Managing Your Conflict Situations —Real Plays and Feedback
  • Team Conflict/Problem Solving
  • Facilitation Skills
  • Action Plan for Development

This course is currently not scheduled. To be notified of the next available date, provide us with your information. Or, if you have a group to train, contact us to learn more about bringing this course onsite to your location:

Call: 1.800.288.7246 (US ONLY) or +1.978.649.8200


Form: Corporate Onsite Request Form