Conflict Resolution – Getting Along In The Workplace


Many people see conflict as a negative experience. In fact, conflict is a necessary part of our personal growth and development. Think of when you were trying to choose your major in college, for example, or trying to decide between two jobs. However, conflict becomes an issue when the people involved cannot work through it. They become engaged in a battle that does not result in growth. When this type of conflict arises, negative energy can result, causing hurt feelings and damaged relationships. This course will give you the tools that will help you resolve conflict successfully and produce a win-win outcome.


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Learning Objectives

  1. Understand what conflict is and how it can escalate
  2. Understand the types of conflict and the stages of conflict
  3. Recognize the five most common conflict resolution styles and when to use them
  4. Increase positive information flow through non-verbal and verbal communication skills
  5. Develop effective techniques for intervention strategies
  6. Become more confident of your ability to manage conflicts to enhance productivity and performance


Course Outline

  1. Course Overview
  2. Defining Conflict
  • What is Conflict?
  • Positives and Negatives
  1. Types of Conflict
  2. Open Conflict vs. Hidden Conflict
  3. Spontaneous and Reflective Behavior
  4. The Johari Window
  • Understanding the Johari Window
  • My Window
  • Case Study: Spontaneous and Reflective Behaviors
  1. Stages of Conflict
  • The Five Stages of Conflict
  • Another Version of the Conflict Process
  • Conflict Outcomes
  • Strategies for Dealing with Conflict
  1. Creating the Win/Win
  2. Conflict Resolution Style Questionnaire
  • The Questionnaire
  • Scoring
  • The Conflict Grid
  • Pros and Cons
  1. The Role of Communication in Conflict Resolution
  • The Communication Chain
  • Other Barriers
  • Establishing Positive Intent
  1. Active Listening Skills
  2. Paraphrasing Skills
  • What is Paraphrasing?
  • Making Connections
  1. Powerful Questions
  • Asking Questions
  • Probing Techniques
  1. Body Language
  2. Pre-Assignment Review
  3. The Conflict/Opportunity Test
  • The Conflict/Opportunity Test
  • Skills Test
  1. Conflict and Its Resolution
  • Visualizing Conflict
  • A Strategy for Conflict Resolution
  1. Helping Others Through Conflict
  • Preparing for Conflict
  • Conflict Resolution with Facilitation
  • Setting Norms
  • Coaching Through Conflict
  • Managing Your Emotions
  1. Personal Action Plan
  2. Recommended Reading List
  3. Post-Course Assessment
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