Responding to Conflict: Strategies for Improved Communication (Live Online)

Responding to Conflict: Strategies for Improved CommunicationConflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.What will you benefitRecognize the underlying causes of conflict Map conflict using a five-step approach Identify ways to develop flexible responses to personal and professional conflicts Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations Implement strategies to improve your communication and effectively respond to conflictWhat you will cover:Developing Conflict AwarenessRecognizing the difference between disagreement and conflict Understanding the five levels of a conflict Exploring barriers to conflict management and resolutionResponding to Conflict Identifying your own feelings and actions in response to conflict Applying the P-U-R-R Model to demonstrate understandingUtilizing the validating process Distinguishing between listening for thoughts and listening for feelingsThe Role of Trust in Minimizing ConflictDescribing the 4 Cs as the cornerstones of building trust Knowing how trust is lost and regained, and how transparency validates trust Identifying interests behind positionsConflict StrategiesIdentifying your preferred strategies for responding to conflict Understanding the five conflict strategies Exploring appropriate strategies to minimize/manage conflictMoving Beyond ConflictKnowing why relationship conflict and content conflict should be handled differently Turning potential disagreements into discussion by applying the Model to Disagree Identifying and practicing assertiveness tools and strategies Detoxifying emotional statements and devising alternative ways to express the messageDealing with Difficult BehaviorExplaining the difference between difficult people and difficult behaviorUnderstanding how to handle passive behavior Developing a strategy for handling passive or aggressive behaviorMapping the ConflictMapping a conflict using a 5-step approach Exploring a given conflict from various "viewing points" Separating interests from positions in a specific conflict Selecting a conflict strategy appropriate to addressing a specific goal Implementing a chosen conflict strategyThunderstormsApplying skills to address emotionally tense conflicts (called Thunderstorms) Using skills to address an intra-group conflict case study Planning for future development to effectively respond to conflictWho Should AttendBusiness professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.Course OutlineLESSON ONEDeveloping Conflict AwarenessDefine ConflictExplain the Difference Between Conflict and DisagreementDescribe the Five Levels of a ConflictDescribe Barriers to Managing and Resolving ConflictResponding to ConflictIdentify Your Own Personal Feelings and Actions in Response to Conflict Apply the P-U-R-R Model to Demonstrate Understanding and ApplicationApply the Validating Process  Distinguish Between Listening for Thoughts and Listening for Feelings in a ConversationExplain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words UsedLESSON TWOResponding to Conflict—Part 2Identify Your Own Personal Feelings and Actions in Response to ConflictApply the P-U-R-R Model to Demonstrate Understanding and ApplicationApply the Validating ProcessDistinguish Between Listening for Thoughts and Listening for Feelings in a ConversationExplain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words UsedConflict StrategiesIdentify Your Preferred Strategy or Strategies for Responding to ConflictIdentify the Five Conflict StrategiesAnalyze Examples, and Recommend Appropriate Strategies to Minimize or Manage ConflictThe Role of Trust in Minimizing ConflictDescribe the Four Cs—The Four Cornerstones of Building TrustExplain How Trust Is Lost and Regained and How Transparency Validates TrustIdentify Interests Behind PositionsLESSON THREEMoving Beyond ConflictDescribe How Relationship Conflict and Content Conflict Should Be Handled Differently  Explain the Reason the Word “Why” Should Be Avoided When Managing a ConflictIdentify Appropriate Solutions for Managing Real-Life Conflict SituationsUse “I” Messages and the DESC Script to Express Yourself AssertivelyApply the Model to DisagreeSay “No” AssertivelyDetoxify Emotional Statements, and Devise Alternative Ways to Express the MessageDealing with Difficult BehaviorExplain the Difference Between Difficult People and Different BehaviorDescribe an Understanding of Handling Passive Behavior  Describe a Strategy for Handling Passive or Aggressive BehaviorLESSON FOURMapping the ConflictMap a Conflict Through the Five Steps on the TemplateExplore a Given Conflict from Various “Viewing Points”Separate Interests from Positions in a Specific ConflictSelect a Conflict Strategy Appropriate to a Goal  Demonstrate the Implementation of a Chosen Conflict Strategy in a Role PlayThunderstorms Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to Participant-Generated Conflicts (Called Thunderstorms)Demonstrate the Application of Appropriate Conflict Strategies to Address These Thunderstorms