For Management, Supervisors, and Employees
In today’s workplace, conflicts arise constantly, and the inability to come to a resolution can have devastating results and often time can lead to violence in the workplace. In recent years our society has become hyper-vigilant with respect to national origin, creed, gender, and religious affiliation. The workplace is not immune to the conflicts that arise as a result of cultural diversity. Proactive communication is the key to resolving and preventing these adversities, and in a diverse work force the ability to resolve conflict in a timely and effective manner to prevent escalation.
Highly interactive, involving small groups of 25-50 for discussion and using MS PowerPoint, and the use of video (optional), this module provides review of workplace conflict resolution training by introducing an 8 phase training structure. The training session will begin with an overview of conflict resolution, “Know Thyself” and Take Care of Self, Clarify Personal Needs Threatened by the Dispute, Identify a Safe Place for Negotiation, Take a Listening Stance into the interaction, Assert Your needs Clearly and Specifically, Approach Problem Solving with Flexibility, Manage Impasses with Calm, Patience, and Respect, and Build an Agreement that Works. The topics are all geared toward stimulating meaningful discussions, and applied critical thinking.
Length: 2 Hours (depending on clients needs)
The Conflict Resolution Problem
Analyze the development and scope of conflict resolution. Conflict resolution will become an important part of doing business, because it prompts clear communications, which is often an ongoing problem between management and employees.
Defining, Identifying, and Understanding Conflict Resolution
- Effective vs. Ineffective ways of resolving conflict.
- What barriers exist in resolving conflict?
- The origin of conflict and what triggers a conflict.
- Developing new ways of resolving conflict by implementing the 8 step program
Legal Obligation to the Employer
The benefit to the employer in implementing a conflict resolution program is to reduce civil suits associated with wrongful terminations, workplace violence, and discrimination.
Preventing Conflict in the Workplace
- Understand “perceptual filters” biases, triggers
- Substantive, Procedural, and Psychological Needs
- Agreement ground rules
- Using active listening techniques
- Using “I-messages” as tools for clarification
- Identify Issues Clearly and Concisely
- Clarify Feelings
- Build an agreement that works