Course Overview
This 2-day, instructor-led course is geared towards managers who want to better understand organizational politics and effectively communicate and discipline their employees. This training will address:
- Effective workplace communication
- Managing conflict because of frustrated customers
Schedule
Constructive Conflict Resolution Training
date
location
5/27/21 - 5/28/21 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open6/03/21 - 6/04/21 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open6/03/21 - 6/04/21 (2 days)
8:30AM - 4:30PM EST
Online
Open7/06/21 - 7/07/21 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open7/12/21 - 7/13/21 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open7/12/21 - 7/13/21 (2 days)
8:30AM - 4:30PM EST
Online
Open8/19/21 - 8/20/21 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open8/23/21 - 8/24/21 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open8/23/21 - 8/24/21 (2 days)
8:30AM - 4:30PM EST
Online
Open9/08/21 - 9/09/21 (2 days)
8:30AM - 4:30PM MT
Ogden, UT
Sold Out9/27/21 - 9/28/21 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open10/04/21 - 10/05/21 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open10/04/21 - 10/05/21 (2 days)
8:30AM - 4:30PM EST
Online
Open11/09/21 - 11/10/21 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open11/15/21 - 11/16/21 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open11/15/21 - 11/16/21 (2 days)
8:30AM - 4:30PM EST
Online
Open1/06/22 - 1/07/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open1/13/22 - 1/14/22 (2 days)
8:30AM - 4:30PM EST
Online
Open1/13/22 - 1/14/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open2/17/22 - 2/18/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open2/24/22 - 2/25/22 (2 days)
8:30AM - 4:30PM EST
Online
Open2/24/22 - 2/25/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open3/31/22 - 4/01/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open4/07/22 - 4/08/22 (2 days)
8:30AM - 4:30PM EST
Online
Open4/07/22 - 4/08/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open5/19/22 - 5/20/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open5/26/22 - 5/27/22 (2 days)
8:30AM - 4:30PM EST
Online
Open5/26/22 - 5/27/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open6/30/22 - 7/01/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open7/07/22 - 7/08/22 (2 days)
8:30AM - 4:30PM EST
Online
Open7/07/22 - 7/08/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open8/25/22 - 8/26/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open9/01/22 - 9/02/22 (2 days)
8:30AM - 4:30PM EST
Online
Open9/01/22 - 9/02/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open10/06/22 - 10/07/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open10/13/22 - 10/14/22 (2 days)
8:30AM - 4:30PM EST
Online
Open10/13/22 - 10/14/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open11/21/22 - 11/22/22 (2 days)
8:30AM - 4:30PM EST
Tysons Corner, VA
Open11/28/22 - 11/29/22 (2 days)
8:30AM - 4:30PM EST
Online
Open11/28/22 - 11/29/22 (2 days)
8:30AM - 4:30PM EST
Columbia, MD
Open![[image]](https://phoenixts.com/wp-content/themes/phoenixts-com/assets/images/temp/image-9@2x.jpg)
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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
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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