Conflict & Conflict Resolution

Successful conflict resolvers are not born–they are trained. Build your skills as an effective conflict resolver and mediator. Learn to recognize conflict patterns and what triggers and escalates conflict in others, master strategies that reduce conflict escalation, assert yourself confidently and give constructive feedback.

These skills will help you work more productively and harmoniously with clients, colleagues and supervisors. Good agreements help you reach and exceed your own objectives and they leave the other party feeling more satisfied.

Participant Outcomes

Upon successful completion of this course, you will be able to:

  • Recognize conflict styles
  • Recognize different triggers and patterns
  • Understand and identify how different people handle conflict
  • Understand what escalates conflict situations
  • Master strategies to reduce conflict escalation
  • Assert yourself confidently
  • Negotiate successfully
  • Work with others to create new options to old problems
  • Give constructive feedback
  • Build your skills as an effective mediator and conflict resolver

Workshop Content:

Component 1

  • Overview
  • 5 Approaches to Conflict Resolution
  • Determining when to engage and when not to engage
  • 4 Types of Conflict
  • 5 Key Triggers
  • Recognizing Ones Personal Response

Component 2

  • Preparation
  • Timing
  • Setting the Stage
  • Setting Ground Rules

Component 3

  • Communication Skills: Aggressive vs. Assertive Communication
  • Being Open About Emotions

Component 4

  • Opening the Conversation
  • Determining Fact- or Perception-based Conflict Identifying Effective Fact-Finding Questions Identifying and Asserting Personal Needs

Component 5

  • Identifying the Concern or Challenge
  • Defining what the conflict is about
  • Determining Desired Outcomes

Component 6

  • Inquiry / Fact Finding
  • Undersanding Both Sides
  • Focusing on the issue, not the person
  • Accepting and Validating
  • Establishing Clarity and Consensus

Component 7

  • The Art of Active Listening
  • 7 Responses which Provide Support and Feedback

Component 8

  • Problem Solving
  • Negotiating Solutions
  • Tips to Assessing Successful Agreements

Component 9

  • No Solution in Sight – Now What? Strategies for Managing a Stalemate
  • Strategies for Handling Breeches in Agreements
  • Knowing When it’s Not Working
  • Dealing with Difficult People
  • Strategies for Handling Challenging Situations

Component 10

  • Closing the Session
  • Strategies for Recovering from Conflict
  • Following Up