Course Outline
1. The Five Stages of Conflict Resolution
- Establishing how all parties will behave before conflict begins
- Improving self-management during conflicts
- Understanding and resolving the conflict
- Rehearsing the conflict interaction
- Learning from the conflict
2. Establishing Protocols Before Conflict Begins
- Building effective social contracts
- Negotiating responses to contract breaches
- Refreshing and updating social contracts
3. Enhancing Self-Management in Conflict
- Identifying and removing counterproductive behaviors that hinder resolution
- Developing awareness of personal biases and strategies to mitigate them
- Shifting focus from belief-based assumptions to the full factual context of the conflict
- Recognizing and neutralizing bias in the conflict process
- Managing emotional triggers effectively during conflicts
4. Understanding and Resolving Conflict
- Analyzing the motivations, needs, and roadblocks of the opposing party
- Learning techniques to "slow down" the conflict for more effective resolution
- Practicing empathetic listening to achieve positive confirmation
- Avoiding stagnation and ensuring the conflict is genuinely resolved
5. Rehearsing the Conflict
- Utilizing neuroscience principles to gain diverse perspectives and develop better approaches for critical conversations
6. Learning from the Conflict
- Analyzing the resolution process for insights
- Reflecting on personal performance and behavior during the conflict
7. Recap and Active Discussion
- Reviewing and reinforcing the most useful models
- Discussing specific conflict scenarios
- Concluding with a clear action plan
Requirements
- A self-awareness of the need to enhance business conflict resolution skills.
- While team-based delivery is ideal, the course also accommodates individual participants.
Audience
- This program benefits managers, supervisors, executives, HR personnel, and professionals working in environments where conflict is often overlooked or mishandled. The course provides tools and models to enhance personal conflict resolution skills, while also equipping participants to help others acquire the critical competencies required for success in the modern professional workplace.
Testimonials (1)
Very practical. Trainer was very flexible in ensuring we meet our needs.
