Management and Leadership

Choice and Control: A Positive Approach to Conflict

• Traditional Classroom: 2-day
• Virtual Instructor-led: Four 3-hour sessions

 

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Target Audience

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

Learning Objectives

• Adopt a positive approach to conflict.
• Understand and analyze the nature of and reasons for conflict.
• Use emotional intelligence in conflict situations.
• Identify five conflict positions and the effects of each.
• Apply intervention models in conflict situations.
• Promote successful communication in conflict situations.
• Increase confidence in dealing with difficult situations.
• Gain an awareness of your own conflict style.

Key Takeaways

• 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.

Course Outline

Module 1: Introduction

• Agenda and Ground Rules
• Building Blocks of Conflict Management
• Layers of Conflict
• Conflict Sources
• Self-Evaluation

Module 2: Conflict Styles

• Five Styles
  • Competition
  • Avoidance
  • Accommodation
  • Compromise
  • Collaboration
• Thomas-Kilmann Conflict Mode Instrument
• Exercise: How Do You Handle Conflict?

Module 3: Four Cores of Trust

• The Trust Equation
• Characteristics of Trusted Relationships
• Four Cores of Credibility
  • Integrity
  • Intent
  • Capability
  • Results
• Exercise: Four Cores of Credibility

Module 4: Emotional Intelligence

• Needs and Wants
• Exercise: Negative Outcomes and Needs and Wants
• Five Components of Emotional Intelligence
  • Self-Awareness
  • Self-Regulation
  • Self-Motivation
  • Empathy
  • Effective Relationships
• Exercise: Emotional Intelligence

Module 5: Managing Conflict

• Goals, Expectations, and Values
• Conflict Management Process
• Reasons for Difference
• Conflict Case Study
• On-the-Spot Conflict Management
• Exercise: Your Conflict Situation

Module 6: Guidelines for Interactions

• Relationship Success Factors
• Principles to Guide Interactions
• Outcome Thinking
• Four Components of Communication
• Five Communication Skills
  • Gaining Rapport
  • Listening for Understanding
  • Expressing Assertively
  • Questioning for Information
  • Summarizing for Clarity
• Communication Process
• Conflict Communication Skills
• Exercise: Listening Assessment and Self-Evaluation

Module 7: Difficult Conversations

• Causes of Difficult Interactions
• Difficult Conversations and the Brain
• Advocacy and Inquiry
• Conversation Mindsets
• Exercise: Difficult Conversations Steps
• Influencing
• Exercise: Using the Influencing Framework
• Predictive Index
• Next Actions

MDI327 Course Code