Choice and Control: A Positive Approach to Conflict
- Traditional Classroom: 2-day
- Virtual Instructor-led: Four 3-hour sessions
Supervisors, managers, team leaders, team members who are faced with and must effectively resolve conflict situations that take place in the workplace setting.
- 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.
- 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.
Module 1: Introduction
- Agenda and Ground Rules
- Building Blocks of Conflict Management
- Layers of Conflict
- Conflict Sources
Module 2: Conflict Styles
- Five Styles
- 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
- Exercise: Four Cores of Credibility
Module 4: Emotional Intelligence
- Needs and Wants
- Exercise: Negative Outcomes and Needs and Wants
- Five Components of Emotional Intelligence
- 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
- Exercise: Using the Influencing Framework
- Predictive Index
- Next Actions
MDI327 Course Code
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