Target Audience
Executives, generic sales people, managers and supervisors, team leaders, technical professionals, anyone who runs into interpersonal conflicts and wants increased ability to deal with them.
Course Objectives
- Explore the attitudes, behavior, and strategies that help people manage conflict constructively
- Assess and decide when to use five different methods of dealing with conflicts: avoid, accommodate, confront, compromise and collaborate
- Provide a wider range of choices for responding to situations where there are different goals, different strategies, or different styles
- Acquire powerful skills to influence and persuade others toward shared goals
- Discover new ways to manage interpersonal differences to prevent conflicts from becoming tiresome or emotionally draining
- Provide tools to get beyond conflict and improve the quality of relationships
- Become more confident and creative at keeping the perceived level of conflict low enough to get win-win results through cooperation, negotiation, partnership
Course Contents
- Ten Common Errors – and how to avoid them – in communication and conflict management
- Rapport: how to strengthen it and how to respond when you lose it
- Maintaining a centered, resourceful internal state
- Handling differences: Verbal patterns to replace knee-jerk responses and keep to the door open for continued communication
- Using anger constructively; equalizing power; the gentle art of confrontation
- Negotiating win-win agreements: requests and promises
Course Length
9 – 24 hours total classroom time, delivered as 3 – 6 sessions of 3 – 4 hours each; 16 hours is optimal
