We often frown upon con ict situations in the work place because we assume that their outcome is always negative. However, this is not always true. This training is designed to help you turn con ict into a positive force that can increase personal and organizational e ectiveness.

In this training, you will recognize the strengths/weaknesses of your style of handling con icts. You will understand ways to modify your professional attitudes towards con ict and then gain the con dence, control, and skills necessary to resolve con icts in a mutually acceptable manner without disrupting organizational needs. You will learn by actually engaging in on-the-job con ict simulations.

By the end of this training, you will know how to uncover the real problems in con ict situations and avoid wasting time on unrelated issues. You will be able to avoid common obstacles to resolving con icts; know how to confront other people involved; and how to use con icts creatively to bring problems to the surface, resolve them to the mutual satisfaction of all involved, and even gain an advantage.

Objectives

• Explain the difference between a disagreement and a conflict.
• Learn the value of conflict and how to turn it into a positive force.
• Explain the six causes of conflicts.
• Understand different behavioral methods for handling conflict.
• Learn the strengths and weaknesses of your own style of conflict management.
• Explain the importance of talking out conflict and overcoming initial perceptions.
• Use two-way communication skills to level with people, accept feedback from them, and discuss problems.
• Uncover the real problems in conflict and avoid unrelated issues.
• Learn how to gain the confidence and skills to resolve conflicts to the mutual satisfaction of all parties.
• Practice, role-play, problem-solve and discuss.
• Translate what you learn into action.

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Testimonials

"Very effective in providing useful tips and strategies for real life situations."
J. R. Sacks, Director Paul Revere Insurance

"The small class setting provides great interaction for all attendees. The broad range of topics has sound psychological theory behind it."
Herb MacLeod, Engineering Manager New England Instrument

"I could actually see the instructor using the techniques we were discussing. This helped me see how some of them could be used in real-life situations. Now I have more confidence in how to approach confrontational situations and in my ability to handle them. Andrew gets my applause!"
Diana Stafford, L.P.N. St. John's Hospital

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USING CONFLICT TO YOUR ADVANTAGE

As a manager, you should approach every conflict as an opportunity to improve employee relationships, to lessen tension in the workplace, and to eliminate long-standing problems. Learn to treat conflict as a natural dynamic in employee relationships: it often proves useful by forcing employees to solve problems. Problem-solving results in effective communication.

FIVE TIPS FOR DEFUSING CONFLICT

1) Establish an employee assistance program where employees can go to solve problems. 2) Help your employees recognize that they share a common goal with other employees: To make the organization successful! This is their primary goal. If they keep this goal in sight any other issues should remain minimal or be perceived as less important. 3) Teach employees that when working, their productivity and contribution to the organization is more important than their personal status. 4) Instill openness between coworkers without asking them to confide too much. 5) Distribute tips for handling conflict and organize a workshop on conflict resolution.

HANDLING CONFLICT

Schedule a special employee meeting, or even an all-day retreat, and use a "neutral facilitator" (either from inside or outside the group) to help you through a program for dealing with the conflict.