In a Meeting

CONFLICT
RESOLUTION

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Workplace disputes account for the majority of employee absences, which occur when an employee takes days out of work, but also when employees are physically present but not mentally engaged or focused on work. Absenteeism costs U.S. businesses hundreds of billions of dollars every year. And in a world that is increasingly polarized, disputes, disharmony, employee absenteeism—and the costs associated with these things—are rising at an alarming rate.

These programs equip stakeholders at every level of any organization with the tools they need to manage, reduce, and/or eliminate conflict, leading to a more productive, inclusive, engaged organizational culture, better decision-making and a reputation that will attract top-tier talent.

Hear
From Our
Alumni

How Participants Rate Our Programs

95% of participants rate our Workplace Conflict Resolution Training Programs as Excellent or Good.
 
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The ability to resolve and manage conflict in the workplace is an essential core competency for leaders and managers today. It is no longer enough to send aggrieved or disputing parties to HR for a solution, especially if HR is not trained in conflict resolution techniques.

 

Employees express greater job satisfaction in a workplace that values a shared, open and transparent process for identifying, resolving and managing inevitable conflict. Organizations that embrace this value make individual and organizational success and growth possible.

 

This program teaches participants how to resolve conflict in six, easy-to-follow linear steps. Participants apply what they learn to a case presented in class. All participants return to their organization with tools and immediately executable skills for resolving conflict in their workplace.

 

If your organization has a particular, typical or recurring conflict that you would like to solve, we are happy to use your workplace conflict as our case study. Participants from your organization will solve a highly relevant conflict with the skills they acquire in class, under the guidance of our program instructors.

The most important things that participants will learn in this program are:

  • How to create an effective atmosphere and plan for resolving conflict.

  • How to identify individual and mutual interests. 

  • How to generate and evaluate options for resolution.

  • How to build solutions and create action plans for agreed upon resolution.

  • How to apply conflict resolution tools and techniques in real life cases.

This program is usually taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs. 

The Workplace Conflict Resolution course is typically offered as a private training for members of a single organization, but we currently have a session scheduled for professionals from various organizations. If you would like to sign up for the course individually, for your own professional development, click Enroll Now to learn more and sign up. 

Workplace
Conflict
Resolution

 

A new cornerstone of effective management philosophy, Facilitation and Mediation skills are essential core competencies for organizational leadership today. 
 

The focus of facilitation and mediation in an organizational environment is on managing discussions and meetings in a way that is collaborative rather than dictatorial. Successful leaders must know how to position themselves as facilitators rather than order-givers.
 

Decisions that evolve from collaborative involvement of group participants are far more likely to find success than dictated decisions because collaborators develop a sense of ownership and incentive to contribute to the success of decisions in which they provided input.
 

A facilitator is skilled at managing process and content during meetings and discussions. Facilitators help individuals and groups resolve conflict or arrive at their objectives by ensuring that every participant’s contribution is heard, and the processes being used are productive and empowering to all group members. The focus of the facilitator is on achieving meeting goals in a manner that satisfies every participant.

 

The facilitative approach to decision-making in the modern workplace builds an environment of engagement, inclusion, and trust. We know that employees who feel connected, valued and heard are more innovative, productive and satisfied with their work. Facilitation and mediation are among the most critical skills needed for developing a sustainable, positive culture - one that will attract and retain top talent, enabling an organization to effectively compete and thrive.

Objectives | Participants will leave this program with:

  • The ability to guide and manage how group members:
     -  Talk to each other
     -  Identify and solve problems
     -  Make decisions  
     -  Handle conflict

 

  • The ability to differentiate between process and content in the context of a group discussion or mediation

 

  • Tools for preparing for a meeting that requires facilitation and/or mediation

 

  • Skills used by successful mediators and facilitators when helping groups reach consensus
     

  • Skills for managing disruptions, and working with difficult people in group meetings
     

  • Intervention techniques and knowledge about when and how to implement them

 

This program is typically taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs. 

The Workplace Mediation & Facilitation course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within your workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for the groups you want to receive training and development.

Workplace
Mediation &
Facilitation

 
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This certificate program is presented in three Tiers of Training.

 

Tier 1 is a ninety-minute segment that teaches skills and techniques that enable front line staff, customer or constituent-facing personnel, managers and leaders to successfully de-escalate conflict when faced with anger, hostility or aggression in the workplace. It provides psychological insight into what causes conflict to escalate, eight immediately executable skills for de-escalation, and an opportunity to test the skills taught in role play exercises. 
 
Tier 2 is a sixty-minute segment that builds upon Tier 1 by providing more advanced training for designated Conflict Resolution Teams and is recommended for team leads and in-store management staff. Tier 2 delves further into psychological factors, addresses risk and protective factors for violence and teaches how to design specific protocols for organizational conflict resolution teams. There is an opportunity to practice what is learned in Tier 2 through role play exercises. 

 

Tier 3 is a sixty-minute segment that addresses how to maintain workplace morale and a sense of security and support after an intense or disturbing incident. Ideally, protocols developed in accordance with knowledge gained in this segment should align with organizational core values. 

Course Agenda

Tier 1: Fundamentals of Conflict De-escalation

  • Why Do Conflicts Escalate? 

  • 8 Steps of Conflict De-escalation

  • Role Play Exercises

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Tier 2: Advanced Conflict De-escalation

Psychology of the Point Person-personality, trauma and consent

  • Risk and Protective Factors for Violence

  • Specific protocols for your team

  • Advanced Role Play

 

Tier 3: Post Conflict Team Support

  • Importance of workplace morale for staff 

  • Why Peer Counseling?

  • Protocols for Intense and/or Disbursing Incidents

 

 

All three tiers of the Workplace Conflict De-escalation course are offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule.

Workplace
Conflict
De-escalation

 

Failure to properly prepare for challenging discussions often leads to conflict in the workplace.

 

Learn how to plan, structure, and manage challenging discussions in a meaningful way. The ability to do so will help you achieve positive, productive outcomes rather than generate resentment, hostility, and conflict. 

This program is typically taught as a full day course, broken into two, three hour sessions, but can be expanded or condensed based on your organization's needs.


The Leading Difficult Conversations course is offered online or in-person. Your organization may customize this training program to include exercises directly related to issues within workplace, expand or condense the material covered, and schedule the training at the times and in the locations that work for your schedule.

The most important things that participants will learn in this program are:

 

  • How to plan difficult conversations in advance to ensure the best possible outcomes

  • How to structure information, manage tone, and frame situations so the message is received positively, rather than defensively

  • How to manage difficult conversations when things don't go as planned, so even unforeseen difficulties don't stop you from achieving positive outcomes

 

 

Leading
Difficult
Conversations

 
Working Together on Project

Combine Any of Our Courses Into a Custom Certificate Program

Our training programs can be completely tailored to your enterprise. We are able to combine any of our courses into a customized certificate program for your organization. You can choose the most applicable courses for your workplace and provide us with real world problems from your organization that we will use as case studies in your program. After completing any of our certificate programs your team will have skills and solutions matched to the realities of your workplace.