Conflict in the workplace is inevitable; however, that is not necessarily a bad thing. If handled correctly, workplace conflict actually can lead to better decisions and stronger relationships among co-workers.
Unfortunately, most conflict is NOT handled correctly, which is where this training comes in. This practical, interactive session uses case studies, group exercises, and the Thomas-Kilmann Conflict Mode Instrument (TKI) to teach practical conflict resolution skills that can be applied immediately.
Participants also are taught how to handle manipulative and difficult individuals, as well as how to recognize when a third party may be necessary to resolve the situation. Finally, each participant will complete an individual “Conflict Resolution Action Planner” during the session – a tool that will help them immediately apply the techniques and lessons learned.
Objectives: Upon completion of the program, participants will be better able to:
- Identify the underlying sources of conflict, as well as the patterns of conflict behaviors that create and worsen most workplace conflicts
- Recognize and effectively apply the Five Modes of Conflict Resolution
- Manage the strengths and weaknesses of their own typical approaches to workplace conflict
- Apply specific conflict resolution tips and techniques to more effectively resolve workplace conflict
Agenda: The course is designed around the following modules:
- INTRODUCTION TO CONFLICT RESOLUTION
- Introductions and Course Preview
- Six Principles of Conflict
- The Sources of Workplace Conflict
- THE FIVE MODES OF CONFLICT RESOLUTION
- The Underlying Dimensions of Conflict Resolution Behaviors (Assertiveness and Cooperativeness)
- The Thomas-Kilmann Conflict Mode Instrument (TKI)*
- EFFECTIVE CONFLICT RESOLUTION TIPS & TECHNIQUES
- The Funnel Approach
- Two-Sided Appeals
- The Interest-Based Relational (IBR) Technique
- The Pareto (Northeast) Frontier
- Communication Tips
- Handling “Crazymakers”
- Dealing with Impasse
Half to full day.
*TKI can be completed online in advance of the session or on paper during the program.