9007 – Safely Resolving Workplace Conflict & ConfrontationDownload Course Outline
Title: Safely Resolving Workplace Conflict & Confrontation 9007; 2 days, Instructor-led
Description: Effectively dealing with conflict or confrontation that arise at work requires planning, patience, and understanding. Although conflict and confrontation are to be expected any time people are working together, there are seldom more difficult challenges for most people at work. Some employees will avoid conflict or confrontation at all costs while other workers seem to relish the opportunity to raise voice, anxiety, and tension. In addition to the discomfort such situations bring, conflict and/or confrontation at work often lead to increased absenteeism, a downturn in productivity, unnecessary turnover, and a negative impact on morale. The Safely Resolving Workplace Conflict and Confrontation workshop is designed to help employees at all levels constructively resolve conflicts and minimize the negative impacts of confrontation. Theory, real-work examples and practical methods for dealing with conflict and confrontation are blended to provide understanding and tools which can help turn challenge into opportunity.
At Course Completion:
Audience & Prerequisites: This workshop is for all professionals interested in improving their effectiveness in managing challenging communication situations at work. Specific roles targeted include managers, supervisors, team leaders, security team members, and customer service representatives
Course Outline Details: Module 1: Getting Started • Welcome and Introductions • Agenda review • From argument to ambush Module 2: Root Causes and Contributing Factors • Fact: It’s inevitable • What leads to conflict/confrontation? • Understanding the unseen • Identifying the consequences • The risks of avoidance Module 3: The Importance of the Communication Process • Leveraging communication styles • Asking the right questions • Timing and tone • Reducing the impact of emotion Module 4: Invaluable Solutions • The Art of Listening • Discovering the source of the conflict • Minimizing distractions • Compromise, collaborate, or cave in? Module 5: Practical Tactics • Addressing conflict or confrontation with confidence • Building dialogue and trust • The power of appreciation • Picking your battles Module 6: Planning for the Inevitable • Establishing a baseline for acceptable behavior • Developing a flexible and workable base plan • Defining objectives – one situation at a time • Putting theory to the test Module 7: The Last Word • When is mediation the answer? • The legal side of the equation • Building and training support teams • The costs of conflict
Brand: Professional Development