Format | Instructor-Led |
---|---|
Length | |
Topic |
Leadership & Professional Development
Student financing options are available.
Conflict Resolution
*Looking for flexible schedule (after hours or weekend)? Please call or email us: 858-208-4141 or sales@ccslearningacademy.com.
Student financing options are available.
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Course Objectives
- Understand what conflict is and how it can escalate within the workplace
- Identify the five most common conflict resolution styles, and when to use them
- Appreciate how to deliver information positively through effective face-to-face communication skills
- Establish effective techniques for timely intervention strategies
- Build staff trust and morale when dealing with situations of conflict
- Develop your ability to manage conflicts confidently to enhance productivity and performance
Agenda
- Module 1- Understanding Conflict (About Conflict)
- The Tools of Conflict Resolution
- Levels of Conflict
- Group Activity: Levels of Conflict
- The Tools of Conflict Resolution and Conclusion
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Module 2- The Win/Win Approach (Wanting What’s Fair for Everyone)
- A Model for Understanding Behaviour in Conflict
- The Principles of a Win/Win Approach
- When Win/Win Seems Impossible and Conclusion
- Group Activity: When Win/Win Seems Impossible
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Module 3- Creative Response (Ah, Conflict! What an Opportunity!)
- Exploring Our Responses to Conflict: React or Respond
- Two Models for Approaching Conflict: Perfection and Discovery
- Looking for the Positive in Conflict
- Group Activity:Â Creating Positive Statements About Conflict
- An Action Program for Developing More Creative Responses to Conflict
- Group Activity: A More Creative Response to a Conflict
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Module 4- Empathy (Understanding and Valuing Individual Differences)
- Exploring the Meaning of Empathy and Differences
- Beware- Body Language is Powerful
- Active Listening to Gain Information
- Asking Questions
- Group Activity:Â Practice on Constructing Open Questions
- Listening to Give Affirmation
- Group Activity: Identifying Feelings and Responding
- Listening When Under Verbal Attack
- Reflection on Listening and Conclusion
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Module 5- Appropriate Assertiveness (Saying How it is from My Side) Â
- Distinguishing between Aggressive, Passive and Assertive Behaviour
- Group Activity: React or Respond
- Understanding our Responses to Conflict
- Group Activity: Creating A Bill of Assertive Rights
- After an “I” Statement: Where to Next?
- Group Activity: Experiencing the Difference Between Aggressive and Assertive Styles
Module 6- Managing Emotions (Don’t indulge! Don’t deny! Create richer relationships!)
- Expressing and Managing Our Emotions
- Handling Difficult Emotions in Others and Conclusion
- Group Activity: Handling Difficult Emotions in Others
Module 7- Willingness to Resolve (Unlocking Our Part of the Problem)
- Exploring Our Unwillingness to Resolve
- Projection and Perception
- Resentment and Acknowledgement
- Forgiveness
- Managing Unwillingness to Resolve in Others and Conclusion
- Group activity: Managing Unwillingness to Resolve in Others
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Module 8: Designing Options (New Choices for Better Solutions)
- Steps in Selecting Options
- Acting on the Chosen Option
Module 9: Negotiation (Creating Suitable Environments for Working Together Towards Resolution)
- Exploring the Concept of Negotiation
- The Phases and Skills of a Negotiation
- Responding to Resistance from Others
- Opening a Negotiation
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Activity: Case Study in Conflict (The New Manager)
Conclusion
Inclusions
With CCS Learning Academy, you’ll receive:
- Instructor-led training
- Training Seminar Student Handbook
- Collaboration with classmates (not currently available for self-paced course)
- Real-world learning activities and scenarios
- Enjoy job placement assistance for the first 12 months after course completion.
- Placement assistance for first 12 months
- This course is eligible for CCS Learning Academy’s Learn and Earn Program: get a tuition fee refund of up to 50% if you are placed in a job through CCS Global Tech’s Placement Division*
- Government and Private pricing available.*