Working Successfully with Others: Managing Conflict in the Workplace

  •  day(s)Duration
  • 1.4 CEU/14 PDU/Credits/Units
  • MDP646Course Code
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Course description

This class will focus on those interpersonal skills that are essential in establishing and maintaining mutual satisfying and rewarding professional and personal relationships. This course will identify a number of approaches effective in both resolving and managing conflict.

Participants will learn the importance of understanding their behavioral preferences by taking the DiSC profile evaluation. They will then have the opportunity to relate these insights to the ways in which they might modify their behaviors to achieve greater trust and rapport in their workplace relationships.

Class generated real world conflict situations will be analyzed through a role-play and debriefing process. These exercises will allow participants to develop action plans.

Who should attend

  • Any one working in partnership with others to achieve specific objectives will benefit from this class
  • Individuals who must maintain long-term relationships
  • Individuals who wish to enhance their ability to positively deal with conflict



What you will achieve

  • An understanding of both the positives and negatives of conflict
  • An understanding of both the causes and effects of emotion in conflict situations
  • Insight into the effect of personality preferences on behavior
  • The importance of partnering: building a collaborative relationship, the pitfalls of failing to develop one, and the potential adversarial traps to success.
  • A knowledge of how to build a collaborative working relationship;Partnering
  • How to turn the phrase “Win/Win” from a cliché into a working concept.

What you will learn

  • How to understand your own work-place behavioral style
  • How to quickly assess others' behavioral styles
  • An understanding of the nature and causes of conflict
  • How to manage the emotions that often develop around conflict
  • How to focus on proven methods for using conflict to build a collaborative process
  • How to create communications designed to appeal to any behavioral style
Course Outline

Module I. Welcome Participants and Introduce Course Objectives

  • To introduce and explore key elements of conflict resolution in the workplace
  • To explore the importance of partnering: building collaborative relationships when dealing with conflict in the workplace
  • To give all participants and opportunity to complete and score their own DiSC Behavioral Profile
  • To provide participants with an interactive process for understanding conflict resolution with each of the 4 DiSC behavioral styles.
  • To understand how to tailor communications for conflict resolution towards each of the DiSC behavioral styles.
  • To have participants apply learning from program to their everyday work situations.

Module II. Interactive Lecturette and Exercises: Understanding Motivation and Influence in the Workplace

  • The importance of partnering: building a collaborative relationship, the pitfalls of failing to develop one, and the potential adversarial traps to success.
  • Partnering: How to build a collaborative relationship for Conflict Resolution: the Key elements
  • The importance of mutual gains communications
  • How to turn the concept of "Win/Win" from a cliché into a working concept.

Module III. Interactive Lecturette and Exercises and Video view and debrief: Understanding Conflict Resolution in the workplace.

  • How to turn conflict into a powerful collaborative opportunity
  • Emotional responses to conflict
  • Diagnosing the root causes of conflict

Module IV. Video Tape Role-Play and Debrief:

  • "Jeff and Frank" an actual work-place conflict to be viewed on video and discussed.

Module IV. Group Exercise: Completing and Scoring the DiSC Behavioral Profile

  • Individuals complete and score the "DiSC Classic 2800 Profile System"
  • Understand the major components of each of the DiSC behavioral styles.

Module V. Interactive Lecturette and class presentations: Details and specifics of how to tailor communications in the workplace for each of the DiSC behavioral styles.

  • Communication for motivation and influence with each of the DiSC behavioral styles.
  • Communication for Conflict Resolution with each of the DiSC behavioral styles.
Day Two

Module I Review Day One, Preview Day Two

Module II Interactive Lecturette: Identifying the 3 key skills for managing conflict:

  • Exchanging Information
  • Conciliating
  • Structuring

Module III. View 2nd Jeff and Frank Video

  • What did Jeff and Frank do differently to achieve a more successful outcome?
  • Identify Ten Types of difficult people — related to DISC protocol
  • Create Plans for coping with these difficult types

Module IV. Participant Role plays.

  • Participants create their own "real situation" role plays incorporating class focus on concepts of motivation, influencing, and conflict resolution, and tailored to DiSC behavioral profiles.
  • Participants will do role plays and receive feedback from instructor and participant observers. Feedback will focus on reinforcing competencies demonstrated by role player, as well as suggestions for developing further competencies.

Module V. Summarize and Close Program.

  • Tie up loose ends from program objectives
  • Focus on integrating learning every day in the work place.

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