Takeaways

• Understand workplace conflict from a strategic perspective
• Adapt your conflict response style to particular situations
• Respond more effectively to the emotional content of conflict
• Develop collaborative and communication skills to better help avoid and resolve conflicts
• Frame and set boundaries around conflict
• Mobilize third-party techniques to help others resolve conflicts
• Design and implement team-based conflict management and employee advocacy systems

Course Content

• Sources and types of conflict
• Alternative ways of responding to conflict: aggressive, assertive and problem-solving responses--how do you tend to respond?
• Managing conflict resolution: surfacing inexplicit conflict so it can be treated, developing and facilitating an effective conflict resolution process
• Communication: obstacles to communication, using collaborative language, listening with empathy, speaking assertively
• Making conflict resolution a strategic organizational objective
• Making conflict OK: avoiding reactance, learning from conflict, reducing the corrosive impact of conflict while fostering its creative potential

Special Features

You will develop personal and team conflict profiles, and design a plan for better managing conflict at both levels. You’ll also apply conflict resolution practices to your own work situation.

Front-line supervisors, team leaders and middle managers charged with responsibility for maintaining a healthy and productive workplace.

"Great content and delivery! Through this course, I feel better equipped—personally and professionally—to address conflicts."

Lydia Elder
HR Director
Power to Change

"This is a very good content tune-up for people who are accustomed to working under older, more traditional methods of workplace communication."

Kent Harrison
Sergeant, H.R.
Vancouver Police Department