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Course Outline

1. The 5 Stages of Conflict Resolution

- Deciding how everyone will act in conflict before it starts

- Managing yourself better during conflict

- Understanding and Resolving Conflict

- Rehearsing the conflict interaction

- Learning from conflict

2. Deciding How Everyone Will Act in Conflict Before It Starts

- Building effective social contracts
- Negotiating breaches to the contracts

- Refreshing social contracts

3. Managing Yourself Better in Conflict

- Understanding and removing the violence that hinders conflict resolution

- Developing awareness of the impact of the bias you bring to conflict and how to mitigate it

- Moving from actions based on beliefs and assumptions back to the full facts of the conflict

- Spotting bias in the conflict and negating its impact

- How to manage yourself when emotionally triggered by conflict

4. Understanding and Resolving Conflict

- Understanding the motivations, wants/needs, and roadblocks of the other party in conflict

- Learning to 'Slow Down' conflict to resolve it more effectively

- Empathetic listening and achieving positive confirmation

- How to avoid getting 'Stuck' in the conflict itself, and ensuring the conflict is truly resolved

5. Rehearsing the Conflict

- Using neuroscience to gain different perspectives on the conflict, allowing you to develop a different approach to the 'critical' conflict conversation

6. Learning from the Conflict

- Learning from how the conflict was resolved

- Reflecting on what you learned about your performance during the conflict

7. Recap and Active Discussion

- Review and reminder of the most useful models

- Discuss specific conflict situations

- Conclude with action

Requirements

  • Self-awareness of the need to resolve business conflict more effectively.
  • Team-based delivery is ideal for this course, though we also accommodate individuals.

Audience

  • This program benefits all managers, supervisors, executives, HR personnel, and professionals who work in environments where conflict is either ignored or poorly resolved. The course teaches tools and models that enhance your own conflict resolution skills and can also help others acquire the critical skills necessary for success in the modern professional workplace.
 7 Hours

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