Learning Objectives

Participants that complete this workshop will :

• The biological basis of conflict
• The predominant causes of conflict
• The conflict continuum, the optimal time to address conflict
• To define various conflict modes
• The strategic and tactical role of empathy
• A proven 9-step conflict management and resolution framework
• Manage conflict resulting from: discipline, unfair demands, angry accusations,tardiness, absenteeism, and more
• Ask questions to elicit information and real meaning
• Begin to understand the motivations of self and others
• Deal with difficult people and situations
• Prepare for and engage in difficult conversations
• Break down relationship barriers
• Communicate assertively but not abrasively
• Handle criticism and aggressive individuals
• Neutralize resistance and build acceptance
• Listen actively and effectively
• Adapt and respond to new situations with control
• Facilitate decision-making
• Foster team cohesiveness
• Champion and propel change
• Build Trust
• Build high efficacy communication environments

Case Studies