Due to Covid-19 safety restrictions PhoenixTS will temporarily be unable to provide food to our students who attend class at our Training Center; however, our Break Areas are currently open where students will find a constant supply of Coffee, Tea and Water. Students may bring their own lunch and snacks to eat in our breakrooms or at their seat in the classroom or eat out at one of the many nearby restaurants.
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
Constructive Conflict Resolution Training
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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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Leadership Development Program
Due to Covid-19 safety restrictions PhoenixTS will temporarily be unable to provide food to our students who attend class at our Training Center; however, our Break Areas are currently open where students will find a constant supply of Coffee, Tea and Water. Students may bring their own lunch and snacks to eat in our breakrooms or at their seat in the classroom or eat out at one of the many nearby restaurants.
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