Conflict Resolution: Dealing with Difficult People

COURSE OUTLINE:

Description Since conflict within the workplace is unavoidable, the most important thing is to learn is how to handle or manage it in productive ways. Learning Objectives - What conflict is and how it can escalate. - How to recognize the five most common conflict resolution styles and when to use them. - How to increase positive information flow through non-verbal and verbal communication skills.Course Content

DEFINING CONFLICT

TYPES OF CONFLICT

OPEN CONFLICT VS. HIDDEN CONFLICT

SPONTANEOUS AND REFLECTIVE ACTION

JOHARI WINDOWS

STAGES OF CONFLICT

CONFLICT RESOLUTION STYLE QUESTIONNAIRE

THE ROLE OF COMMUNICATION IN CONFLICT RESOLUTION

ACTIVE LISTENING

PARAPHRASING

POWERFUL QUESTIONS

BODY LANGUAGE

SEVEN STEPS TO IRONING THINGS OUT

THE CONFLICT/OPPORTUNITY TEST

CONFLICT AND ITS RESOLUTION

FACILITATING CONFLICT

SETTING NORMS

MAKING INTERVENTIONS

WORKSHOP WRAP-UP