Constructive Conflict Resolution Training

• 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

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