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Conflict Management

Course Description

Conflict is an inevitable dynamic in the work environment. Unfortunately, it usually carries a negative connotation. Conflict, in and of itself, is neither “good” nor “bad”. What makes a conflict situation productive or destructive is the way in which issues and information are analyzed, approached, and communicated. Successful teams and managers have the ability to not only address, but utilize differences in a way that increases the overall strength of the team. This course teaches the skills and perspectives that are necessary to effectively manage conflict.

Most people view conflict as being highly personal in nature. In this course, participants will explore the true definition of conflict, and how this definition can help them better analyze and understand a challenging situation or person. They will also examine the role of personal power and how it influences the level and outcome of a conflict.

Next, participants complete the Thomas-Kilmann Conflict Mode Instrument. Through this instrument, they will gain insight into their preferred mode of conflict management. They will also gain exposure to, and a better understanding of, the preferred approaches of others in a conflict situation. Working in small groups, they will then explore the best approaches to different types of conflicts, and discuss how their preferred approach can be adapted to best manage the situation.

Next, participants will be introduced to the Stop, Yield Go Model for conflict resolution. This is a three-step process that they can use to keep their approach and communication focused and on track so that the conflict is resolved in a productive manner. Participants will identify a conflict situation that they are currently experiencing or anticipate experiencing in the near future. They will then work through the conflict using the three steps. In each step, participants will be engaging in activities and discussions regarding the following topics: assertive language techniques, the power of inquiry and advocacy, and how to effectively manage difficult responses. They will view a video that demonstrates assertive language techniques. Working with a partner, participants will obtain additional feedback and insight into the management of their conflict situation. This will provide participants with a detailed and complete action plan that they can implement immediately.

Objectives

After completing this course, you will be able to:

  • Define conflict.
  • Recognize the five styles of conflict resolution and how to best adapt your style and approach to a conflict situation.
  • Understand your preferred style of conflict resolution.
  • Apply the Stop, Yield, Go Model to collaborative conflict resolution.
  • Apply techniques to managing emotions during conflict.
  • Explain assumptions and their effect on conflict.
  • Use active-listening skills to improve the working environment.
  • Apply assertive language techniques to express your needs and respect the needs of others.

Duration

This course can be customized to meet a 4-hour or an 8-hour agenda.

Course Outline

Below is the course outline with objectives and timing for an 8-hour agenda.

Objective and TopicTiming Elapsed Timing
Welcome and Icebreaker5 min
Activity – Card Game25 min30 min
Agenda and Objectives10 min40 min
Objective: Define conflict.
Define Conflict5 min45 min
Sources of Conflict5 min50 min
Objectives: Recognize the five styles of conflict resolution and how to best adapt your style and approach to a conflict situation. Understand your preferred style of conflict resolution.
Completing the Thomas/Kilmann Assessment20 min1 hr, 10 min
Break15 min1 hr, 25 min
Interpreting the Thomas-Kilmann Conflict Scores45 min2 hr, 10 min
Break10 min2 hr, 20 min
Objectives: Apply the Stop, Yield, Go Model to collaborative conflict resolution. Apply techniques to managing emotions during conflict.
Stop, Yield, Go Model25 min2 hr, 45 min
Stop: Hot Buttons25 min3 hr, 10 min
Tomato Activity20 min3 hr, 30 min
Lunch1 hr4 hr, 30 min
Establish Interests, Not Positions10 min4 hr, 40 min
Objective: Explain assumptions and their effect on conflict.
Fact versus Assumptions20 min5 hr
Application: Stop, Yield, Go Worksheet20 min5 hr, 20 min
Break10 min5 hr, 30 min
Yield20 min5 hr, 50 min
Relate to the Person and the Environment20 min6 hr, 10 min
State Perspectives: Positive Intent15 min6 hr, 25 min
Inquiry10 min6 hr, 35 min
Advocacy10 min6 hr, 45 min
Objective: Use active-listening skills to improve the working environment.
Listen Carefully and Offer and Ask for Options10 min6 hr, 55 min
Go:  Verify Actions to Be Taken and Evaluate the Effectiveness of the Actions10 min7 hr, 5 min
Application: Stop, Yield, Go Worksheet20 min7 hr, 25 min
Break10 min7 hr, 35 min
Objective: Apply assertive language techniques to express your needs and respect the needs of others
Assertive Communication Techniques30 min8 hr, 5 min
Summary and Action Planning25 min8 hr, 30 min

Course Outlines

Dive in and learn more by clicking the topic.
  • Accountability
  • Be a THINKing Partner
  • Career Development
  • Communicate with Clarity
  • Conflict Management
  • Delegation
  • Emotional Intelligence
  • Feedback
  • Hiring
  • Personal Leadership & Influence
  • Leading Meetings
  • Mentoring
  • Performance Management
  • Quarterly Conversations
  • Presentation Skills
  • Problem Solving
  • Stress Management
  • Time Management
Download Catalogue (PDF)

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