Phoenix TS
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
Currently, there are no public classes scheduled. Please contact a Phoenix TS Training Consultant to discuss hosting a private class at 240-667-7757.
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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
