Takeaways

• Understand how you respond to conflict, and adapt your style to particular situations
• Identify behaviours and language that provoke conflict
• Respond more effectively to emotions
• Develop collaborative and communication skills to better help avoid and resolve conflicts
• Make unexpressed conflicts explicit, so they can be treated
• Frame and set boundaries around conflict
• Respond more effectively to the emotional content of conflict
• Mobilize mediation techniques to help others resolve conflicts

Course Content

• Sources and types of conflict
• Alternative ways of responding to conflict: how do you tend to respond, aggressive, assertive and problem-solving responses
• Managing conflict resolution: framing and defining conflict, developing and facilitating an effective conflict resolution process
• Communication: obstacles to communication, using collaborative language, listening, speaking assertively
• 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