Managing Conflict

We are confronted with conflict situations on a daily basis, both in our personal and business lives. Generally speaking, the two types of conflict situations we encounter are the unexpected and the planned. Regardless of the situation, in order to successfully resolve it, individuals must be able to assess, prepare and confront effectively.

Program Goal
The goal of "Managing Conflict" is to provide each participant with the skills and concepts necessary to recognize and confront conflict in a professional, time effective manner.

Program Objectives
After attendance in this program, each participant will be better able to:

• Effect long term solutions to conflict
• Make conflict resolution more constructive
• Confront & respond to conflict
• Maintain and/or enhance professional relationships while resolving conflict

Program Topics

• Program Overview & Goals
• Defining Conflict
• Personal View of Conflict
• Why Individuals have Difficulty Dealing with Conflict
• Principles for Resolving Conflict
• Destructive Conflict vs. Constructive Conflict
• Conflict Responses
  • Flight
  • Fight
  • Flex
• The Conflict Management Process
• Preparation Assessment
  • Causes
  • Individuals Involved
  • Conflict Pattern
  • Personal Reaction
• Strategy for Conflict Resolution
  • Clarify issues/objectives
  • Identify ways of helping each other
  • Identify tactics to use
  • Identify communication choices
  • Organize/practice
• Three-Step Confrontation Approach
• Confrontation Skills
• Surprise Conflicts
• Dealing with Emotional People
• Critical Skills for Addressing Conflict
• Personal Action Planning