The differences people bring to the workplace can promote tremendous creativity and innovation.
Those same differences also can contribute to misunderstandings, which can lead to discord and, if left unresolved, dispute. Individual performers need to know how to navigate beyond conflict to prevent damage from occurring efficiently.
In this course, individual performers learn how to recognize the warning signs of conflict and take action to prevent situations from escalating or to work out the conflict if it does intensify. This allows them to mitigate any negative impact, thus reducing the cost of conflict and improving business results.
- Conflict’s Destination—Damage or Discovery: Learners participate in a simulation that demonstrates the effects of conflict on relationships. Participants work in groups to identify the causes, costs, and benefits of conflict on themselves, their team, and the organization. Learners explore how conflict can escalate in stages from unresolved differences to discord to dispute, and contribute to a list of signs that warn of escalation.
- Preventing Escalation: Participants determine roadblocks to taking action to resolve the conflict. They take a self-assessment that reveals their strengths and development areas in using the Key Principles in a conflict situation. The facilitator discusses conflict “crossroads,” and volunteers role-play a crossroads scenario, using Key Principles to defuse the situation.
- Resolving Conflict—Work it Out: Learners watch a video of an ineffective approach to resolution, and they are introduced to a better method by working out the conflict using interaction process skills. Learners view a real model video of a conflict resolution discussion and discuss the skills that are used efficiently.
- Applying Your Conflict Resolution Skills: Learners reprise their roles from the opening simulation and engage in two rounds of skill practicing, using Discussion Planners to conduct conflict resolution discussions. After each round, learners give each other feedback on their use of the skills. In teams, learners discuss how to address challenging conflict situations and share their ideas with the large group.
- Removing Roadblocks and Setting Next Steps: Participants work in groups to formulate suggestions for overcoming another group’s roadblocks from earlier in the course. A group spokesperson shares the opinions with the class. Learners determine their next steps for navigating beyond the conflict in the future and building trusting relationships with colleagues.
At the end of this program, learners will be able to:
- Reduce the cost of conflict to them and their organization
- Minimize or prevent conflict by promoting a culture of trust, mutual respect, and collaboration
- Make appropriate choices, both in words and actions, to direct situations away from possible damage and toward the discovery of new ideas and solutions
- Remove roadblocks to proactively taking action when the warning signs of conflict occur
- Successfully plan and conduct conflict resolution discussions.
RecommendationsIt is suggested that participants complete Communicating for Leadership Success prior to taking this course.
Applies Towards the Following Certificates
- Conflict Management Certificate : Conflict Management Certification