Transforming Conflict into Positive Outcomes

Does conflict sometimes interfere with the day-to-day operations of your organization? Actually, conflict is a natural and even beneficial fact of life in the business environment. However, when not managed well it can result in low morale, decreased productivity, high stress levels, and the loss of good employees, all of which detract from the organization’s performance. The inability to deal with conflict can undermine a supervisor’s or manager’s effectiveness. Learn how to manage conflict situations to produce positive outcomes.

Key Information:

The Nature of Interpersonal Communication

• Learn how you can tell when someone is displaying confidence, awareness, defensiveness, or insecurity through body language
• Dealing with interpersonal conflict constructively while seeking solutions to problems
• Communicate more effectively by listening for understanding

Factors influencing conflict at work (structural and personal)

• Learn the nature of emotional reactions and the mindset for managing emotions
• Understand the levels of conflict and how to prevent escalation
• Complete the “Conflict Style Inventory” to identify your style

Communication skills for successfully addressing conflict

• Learn the role of listening in conflict resolution and how to do it
• Develop a more accurate vocabulary of words that express feelings
• Understand how to listen and reflect to gain understanding

Approaches to dealing with conflict and when they apply

• Learn why no conflict is as unhealthy as too much
• Discover the eight-step procedure for confronting conflict
• Learn how to identify your own real needs

Benefits of Attending:

You will be able to identify the source of a conflict and know the most appropriate corrective action for that source. You will understand the different approaches for dealing with difficult people and which is the most effective approach for a given situation. You also will learn communication skills that will enable you to confront conflict constructively, and you will recognize and be able to address factors in your organization that may be contributing to unproductive conflict.