Course Outcomes

This basic conflict resolution course will:

  • Provide participants with tools to identify positions, points of disagreement, and causes of conflict.
  • Give participants suggestions for viewing conflict strategically.
  • Offer techniques for questioning others and summarizing information.
  • Furnish multiple suggestions for addressing common workplace challenges.

Course Overview

Let’s face it, the workplace is not always an easy place. Despite our best intentions, we all don’t want or need the same things.  Unfortunately, too often these differences lead to conflicts that become bigger than they need to be.  This down-to-earth program teaches participants practical skills for managing conflict and improving their workplace relationships.

Program Objectives

 At the program’s conclusion, participants should be able to:

  • Choose a conflict-management strategy.
  • Identify potential points of disagreement before they surface.
  • Articulate desired outcomes.
  • Ask questions to get to the root cause of an issue.
  • Summarize points of agreement.
  • Identify areas of disagreement or concern.
  • Work through a proven conflict-management process.

The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of participant materials prior to the session(s).

Workshop Outline

So, Let Me Ask You…: Defining Objectives

This program opens with participants answering three questions: In your world, what is conflict? How do conflicts affect you and the work for which you are responsible? What two or three skills would you like to improve during today’s session?   After a frank discussion of the participants’ goals and objectives, the facilitator will lead a discussion around various conflict strategies and what can happen when each is used. 

What’s Your Problem: Isolating Issues

When conflict resolution goes bad, often the root of the problem is a failure to identify the correct problem. This part of the program examines several models for problem finding.  To practice, participants will apply these tools to real-life workplace situations.

The People: Understanding Who You Are Dealing With

In this next part of the workshop, participants will complete the Thomas-Kilmann conflict-mode instrument for the purpose of identifying their preferred conflict-management style(s).  We will then talk about accommodating styles, stretching styles, and ways personal preferences can influence how disagreements get resolved.

The Process: Getting a Plan Together

This program segment looks at the conflict-management process.  First, participants will attempt to create a process model.  Next, we will compare their models with well-known models for resolving disagreements. Once the group members have an understanding of the process, we will work through an example to solidify their learning.

Yes, I Hear You: Listening with Empathy

“I would have listened to you, but I was busy trying to figure out what I was going to say next!” Sound familiar? Maybe or maybe not. However, most of us are guilty of a listening sin or two. When the stakes are low, our listening failures are often overlooked. But when tensions mount, failure to listen and show empathy for others can increase the likelihood that a small conflict or disagreement will grow. This seminar segment explores listening, empathy, and the role of each in the conflict-resolution process.  This portion of the program also highlights common traps into which people often fall and how to avoid those errors. 

Difficult People: Navigating Tough Personalities and Challenging Circumstances

Sometimes you can do everything the “right” way and still find yourself in conflict with others. This final portion of the program examines a process for effectively dealing with difficult people and challenging situations.

By the conclusion of this conflict-resolution training program, participants should have a clear understanding of how to anticipate conflict, stretch their conflict-management style(s), listen to others, and professionally deal with difficult people and situations.