Course Background
 
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.
 
Since tools and techniques for resolving conflict in the workforce improves the productivity and job satisfaction of all members of any organization, providing every member of your workforce with this skill should be at the top of your employee development list. A workforce equipped with conflict resolution skills will help your organization establish and improve its culture, create productive workplace relationships, and establish trust and inclusivity throughout your workplace. 
 
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.
 
 
Course Overview (Content & Structure) 
 
This comprehensive professional development program includes a combination of lecture, interactive discussion, and role place exercises. The course is divided into three sections. It begins with an introduction to the topic, then covers the skills and techniques needed to successfully resolve conflict in the workplace (including a six step process to resolve any conflict you may encounter), and ends with an opportunity to use the skills and knowledge covered in the class during a group exercise/role play where participants actually resolve the conflict in a case study. 
 
Introduction to Conflict and Conflict Resolution in the Workplace: Lecture and Discussion
 
Costs and Benefits of Conflict at Work
The emergence of new strategies of dispute resolution in the workplace
Incorporating organizational core values into dispute resolution techniques
Discussion regarding “culture” and “justice” and the significance of each in today’s workplace
The impact of organizational culture in which people at all levels feel included, heard, and valued.
Diagnosing Conflict in the Workplace
Levels and Types of Conflict
Styles of Conflict Resolution
Recognizing your own style and the styles of others
 
Skills and Techniques for Resolving Conflict in the Workplace: Lecture and Discussion
Introduction to the array of skill sets necessary for successful resolution of conflict
Six steps to successful resolution of conflict in a workplace setting (During this segment of the program, participants build an immediately executable tool for resolving conflict in their workplace.)
Creating an effective atmosphere for resolving conflict
Time, space, parties, and location considerations
Accounting for individual and cultural differences
Creating Mutual Understanding
Agreement on process
Cultural sensitivity
Listening, messaging, and focus
Identifying Individual and Mutual Interests
Idea generation: quantity over quality
Creative thinking: What if...?
Generating and Evaluating Options
Brainstorming and collaborating on possible options for resolution
Consideration of effort, value, and likelihood of success
Building Realistic Solutions
Implementation feasibility and time considerations
Criteria for optimum option selection
Likelihood of leadership, organizational and/or community buy-in
Creating an Action Plan
Actions and time-tables
Measurable results
Building in flexibility
 
Learning Through Role Play: Case Study/Small Group Role Play Exercise
Using what was learned to resolve conflict in case studies 
Whole-class exercise: Groups present action plans and compare solutions reached.
 
 
Course Dates, Times, & Location
 
This four hour course is offered online, live. The class is held over Zoom and participants can attend from anywhere that they feel most comfortable participating, so long as they are not distracted by the environmment and are able to join the class with a device that has both a microphone and camera, so full participation in the class is possible. 
 
 
Class Date: Tuesday, January 10, 2023 
 
 
Class Time: 
 
ET: 12:00 PM – 4:00 PM 
 
CT: 11:00 AM – 3:00 PM 
 
MT: 10:00 AM – 2:00 PM 
 
PT: 9:00 AM – 1:00 PM
 
 
If the above date and times do not work for you, or you would like to book an in-person training, schedule a time to meet with our Director of Program Development,  email tfowler@conflictresolutiontraining.com or call 800-306-1020 to discuss scheduling a private training for your organization.