Phoenix TS

Constructive Conflict Resolution Training

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Course Overview

Phoenix TS’ Constructive Conflict Resolution course uses a combination of lecture and scenario-based exercises to teach attendees how to communicate effectively with employees and quickly resolve conflict in the federal workplace. Students learn how to deal with conflict under a variety of circumstances such as frustrated customers or disgruntled employees. Instructors will lead students through these situations and help develop their skills at not only managing office conflicts but also in how to change an employee’s disruptive behavior. This training will address:

Effective workplace communication
Managing conflict because of frustrated customers

Schedule

Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 301-258-8200.

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Course Objectives

Understand what conflict is and how it can escalate
Understand the types of conflict and the stages of conflict
Recognize the five most common conflict resolution styles and when to use them
Increase positive information flow through non-verbal and verbal communication skills
Develop effective techniques for intervention strategies.
Become more confident of your ability to manage conflicts to enhance productivity and performance

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Course Outline

Overview

Defining Conflict

What is conflict
Positives and negatives of conflict

Types of Conflict

Inner conflict
Interpersonal conflict
Group conflict

Open vs Hidden Conflict

Overt conflict
Hidden, suppressed, or covert conflict

Spontaneous and Reflective Behavior

The Johari Window

Understanding the Jahari Window
My Window
Case study: Spontaneous and reflective behaviors

Stages of Conflict

Five stages of conflict
Another version of of the conflict process
Conflict outcomes
Strategies for dealing with conflict

Creating a Win/Win

Max and Robin

Conflict Resolution Style Questionnaire

The questionnaire
Scoring
The Conflict Grid
Pros and cons

The Role of Communication in Conflict Resolution

The Communication Chain
Other barriers
Establishing positive intent

Active Listening Skills

Tips for becoming a better listener

Paraphrasing Skills

What is paraphrasing?
Pairs exercise
Demonstrations

Powerful Questions

Asking questions
Probing techniques

Body Language

Your message
Aspects of non-verbal language

The Conflict/Opportunity Test

The Conflict/Opportunity test
Skills test

Helping Others Through Conflict

Preparing for conflict
Conflict resolution with facilitation
Role play
Setting norms
Coaching conflict
Managing your emotions

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