Conflict Resolution Skills

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Conflict Resolution

Conflict is a normal and necessary part of healthy relationships. After all, two people can’t be expected to agree on everything at all times. Therefore, learning how to deal with conflict—rather than avoiding it—is crucial.

COURSE OUTLINE

Understanding Conflict in the Workplace

  • Considering Common Contributors to Conflict
  • Mediating like a Pro
  • Tapping into Conflict Resolution Expertise
  • Dealing with a Direct Conflict

Understanding What People Bring to Conflict

  • Rediscovering Communication
  • Figuring Out Why People Think the Way They Do
  • Considering the Importance of Emotions
  • Responding to Conflict

Determining How Groups Contribute to Conflict

  • Observing Your Organization’s Culture
  • Recognizing Team Dynamics
  • Groups Behaving Badly

Negotiating Possible Solutions to a Conflict

  • Encouraging Communication
  • Focusing on Values Rather Than Issues
  • Fostering Brainstorming
  • Asking Great Questions
  • Working through Resistance
  • Meeting Privately with Each Individual

Practicing Self-Awareness

  • Understanding How Managers Foster Conflict
  • Micromanaging & Stirring the Pot
  • Not Taking the Time to Gain Understanding
  • Talking about the Work Ineffectively
  • Defined Expectations and Responsibilities
  • Hiring the Right Person for the Wrong Job

Knowing When to Address Conflict

  • Assessing the Cost and Severity of the Conflict
  • Approaching Employees and Gathering Information
  • Evaluating the Details of the Conflict
  • Empowering Employees to Handle the Issue Themselves

Resolving a Conflict between Two or More of Your Employees

  • Developing a Plan and Preparing for a Meeting
  • Preparing the Parties for a Conversation
  • Setting Up the Meeting

Starting a Mediation Meeting and Creating a Working Agenda

  • Facilitating Effectively
  • Reviewing the Ground Rules for the Discussion
  • Giving the Participants a Chance to Present Their Perspectives
  • Summarizing and Reflecting Back What You Hear
  • Creating an Agenda

Offering Proposals and Crafting Agreements

  • Continuing Negotiations
  • Developing Solutions and Agreements during Open Session
  • Concluding the Meeting and Helping Everyone Leave

Adapting a Conflict Meeting for the Entire Team

  • Acting as Facilitator
  • Gathering Information from the Group
  • Assessing the Intensity of a Conflict
  • Formulating a Meeting Plan
  • Kicking Off the Group Meeting
  • Devising a Team Plan for Follow-up

Monitoring Agreements and Progress

  • Keeping an Eye on the Environment
  • Tuning In to Changes in Communication
  • Looking for Examples of Personal Responsibility
  • Stepping In to Coach and Encourage
  • Leading Productive Follow-Up Meetings

Asking for a Meeting to Talk about the Conflict

  • Considering the Best Way to Approach the Other Person
  • Preparing for Resistance
  • Setting a Time and a Place for a Productive Discussion

Keeping a Team Focused During a Conflict

  • Addressing Safety or Legal Issues
  • Limiting Chatter
  • Sticking to Business as Usual
  • Building a Reputation as a Leader
  • Encouraging Team Building

Determining How Your Company Can Help

  • Working with Human Resources
  • Investigating Neutral Dispute Resolution Services
  • Proactively Designing a Conflict Resolution Plan

Smoothly Handling Conflict When You’re One of the People Involved

  • Identifying What Both Sides Want
  • Asking Yourself What You Really Want
  • Thinking about What the Other Person Wants
  • Taking a Look at Both Sides

Sitting Down to Talk Through the Issues

  • Preparing to Mediate Your Own Conflict
  • Getting the One-on-One Started
  • Sharing Perspectives
  • Creating an Agenda
  • Concluding the Discussion

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