Learning Objectives

• Handle a performance-related conflict to get a win-win result.
• Learn your personal conflict management style and develop strategies to add skills from other styles.

Details

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Course Outline

All of us experience conflict. We argue with our spouses, disagree with our friends, and sometimes even quarrel with strangers at a hockey game. At times we lose sight of the fact that all this conflict is normal. So long as people are individuals there will be the potential for conflict.

That’s the first thing to learn about conflict. It isn’t wrong or bad; it’s just part of being a person in contact with other people. The only people who don’t experience conflict are hermits.

• What conflict is and how it can escalate
• The five most common conflict resolution styles
• How to increase positive information flow through non-verbal and verbal communication skills
• Some effective techniques for intervention
• How to strengthen staff trust and morale
• How to be more confident of their ability to manage conflicts

Workshop Activities

• Case study on a supervisor/employee conflict that leads to a win-win outcome.
• Thomas-Kilman conflict management instrument gives participants information about their conflict handling styles.