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Phoenix TS

Constructive Conflict Resolution Training

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

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
price
8/19/21 - 8/20/21 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
8/23/21 - 8/24/21 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
8/23/21 - 8/24/21 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
9/08/21 - 9/09/21 (2 days)

8:30AM - 4:30PM MT

Ogden, UT
Sold Out
$995
9/27/21 - 9/28/21 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
10/04/21 - 10/05/21 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
10/04/21 - 10/05/21 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
11/09/21 - 11/10/21 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
11/15/21 - 11/16/21 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
11/15/21 - 11/16/21 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
1/06/22 - 1/07/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
1/13/22 - 1/14/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
1/13/22 - 1/14/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
2/17/22 - 2/18/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
2/24/22 - 2/25/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
2/24/22 - 2/25/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
3/31/22 - 4/01/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
4/07/22 - 4/08/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
4/07/22 - 4/08/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
5/19/22 - 5/20/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
5/26/22 - 5/27/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
5/26/22 - 5/27/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
6/30/22 - 7/01/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
7/07/22 - 7/08/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
7/07/22 - 7/08/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
8/25/22 - 8/26/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
9/01/22 - 9/02/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
9/01/22 - 9/02/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
10/06/22 - 10/07/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
10/13/22 - 10/14/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
10/13/22 - 10/14/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
11/21/22 - 11/22/22 (2 days)

8:30AM - 4:30PM EST

Tysons Corner, VA
Open
$995
11/28/22 - 11/29/22 (2 days)

8:30AM - 4:30PM EST

Online
Open
$995
11/28/22 - 11/29/22 (2 days)

8:30AM - 4:30PM EST

Columbia, MD
Open
$995
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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

Constructive Conflict Resolution Training Resources

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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