Resolving Conflict
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Course Description
Conflict can result from excellent work or poor work, from good intentions or misrepresented intentions, from appropriate or inappropriate behavior. When the inevitable conflict surfaces, you need to know how to identify and deal with it so that it doesn't drain your energy and sabotage your effectiveness. What choices do you have in dealing with conflict positively? How do you give and accept negative feedback so that it's useful? How do you say "no" firmly and tactfully? How do you deal with difficult personalities? This 4-hour session will provide both insights and techniques to resolve conflicts and improve relationships.
Key Objectives
- Identifying resolvable and unresolvable conflicts
- Resolving conflict in difficult situations
- Phrasing conflict statements
- Dealing with difficult people
- Giving and accepting constructive feedback
- Apologizing and accepting apologies
Who Should Attend
Managers and general professionals
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Materials/Texts
Participants will receive copies of Communicate with Confidence®: How to Say It Right the First Time and Every Time (McGraw-Hill) by Dianna Booher. Additionally, they'll receive a participant manual and job-aid cards.
Class Size
15-20 participants
