Resolving Conflict // Skills Programs
Learning Objectives
This hands-on one day workshop is designed to provide participants with the mindset, skills and tools to effectively resolve conflict.
By the end of this workshop participants will be able to:
- Describe the value of conflict to an organization’s success
- Identify when getting into conflict is a waste of time
- Compare the four potential approaches to resolving conflict
- Assess their style under stress and strategies to flex their approach
- Identify the unproductive behaviors associated with the competitive and accommodating approaches
- Identify the three areas of trust and their relevance to conflict
- Assess our natural responses to conflict and the implications
- Recognize how the ladder of conflict impacts our effectiveness
- Analyze the tendency to label others’ motives
- Apply communication techniques to effectively resolve conflict
- Commit to change their approach to conflict
PROGRAM FLOW
KEY CONTENT AREAS
Welcome
- Introduction
- Learning objectives
Value of Conflict
- From hidden to disruptive
- Definition of productive conflict
When to Engage
- Control, influence and concern
- Implications of each
Conflict Resolution Options
- Choices: Meet my needs / Meet others’ needs / Problem with compromise
Fight or Flight
- Amygdala hijack
- Conflict style assessment
Trust
- Three dimensions
- Character, competence and connection
Checkered Flag Raceway
- Experiential activity
- Impact of role on perspective
- Seek understanding
Ladder of Conflict
- Adding motive – scenarios
- Labeling others
- Blaming and absolutes
- Moving From “but” to “and”
Listening + Advocating
- Model of effective communication
- Moving from amygdala to dialogue
- Assessing advocacy skills
- Advocacy practice
Top Ten Tips
- Commitment to change