Responding to Conflict Creating Resolution and Cooperation

Workplace conflict has an impact on more than the individual—it creates a ripple effect, the repercussions of which are felt throughout the team and the organization. In this course, you are fully engaged in realistic work scenarios in which you gain practical experience recognizing causes behind interpersonal conflict, targeting emotional triggers that create conflict, and applying proven techniques and strategies to build an environment of cooperation.

Course Objectives

• Effectively handle conflict using a powerful conflict resolution method
• Anticipate the causes of conflict and respond proactively
• Manage strong emotions in a conflict situation
• Deal with conflict at all levels
• Using NLP approaches in managing emotion and anger
• Create productive outcomes and reach a final agreement
• Embrace constructive conflict as an opportunity for team and organizational growth
• Construct follow up and personal action plans

Who Should Attend?

Managers, business professionals and anyone interested in productive solutions to conflict in the workplace.

Course Outline

Anatomy of a Conflict and framework

• Defining conflict
• The stages of conflict
• Focusing on a collaborative approach
• Balancing results vs. relationships
• A new way of looking at conflict

Investigating the Causes of Conflict
Why we fight

• Underlying sources of conflict
• Exposing the needs that feed conflict
• Triggers and emotional "hot buttons"
• Dealing with powerful emotions

Conflict in teams

• Recognizing conflict as a natural part of team development
• Enabling productive conflict in teams
• Applying the Quad Talk Model
• Case study: Conflict at workplace

Taking First Steps toward Resolution

Defining the conflict resolution model

• The life cycle of a conflict: the build-up and the resolution
• Introducing the six-step model for resolving conflict
  • Developing an awareness of the role of emotions

Managing your emotions using NLP

• Applying a powerful emotional mastery model
• Exploring your thoughts, feelings and beliefs
• Acknowledging the value of your perspective
• Determining your desired outcome
• Expressing what you truly want
• Using NLP approach in emotion management

Unlocking the power of body language

• Reading other people's body language
• Recognizing cultural differences in body language
• Using effective body language
• Matching body language with the intended message

Setting the Foundation for Cooperation
Diagnosing the conflict

• Applying the process model
• Asking the right questions
• Identifying key factors
• Articulating the true cause
• Choosing alternate conflict resolution strategies

Establishing a collaborative environment

• Setting the stage for success
• Removing barriers to conversation
• Making it safe to cooperate
• Dealing with negative emotions
• Opening the dialogue

Defusing an angry situation

• Why we get angry
• Video and review: Angry management
• Working for a positive outcome
• How to remain calm when they're not
• What managers and employees can do

Resolving the Conflict
Creating the connection

• Establishing rapport
• Achieving powerful results with active listening
• Taking different perspectives
• Hearing both sides of the story
• Identifying shared interests

Working out the resolution

• Exploring options
• Short-term and long-term solutions
• Imagining a more cooperative future
• Creating a shared vision

Formalizing the agreement

• Why write it down?
• Defining the agreement
• Committing to resolution
• Holding one another accountable
• Establishing follow-up procedures
• What if it doesn't work?

Achieving Positive Results
Putting it all together

• Resolving interpersonal and organizational conflicts from buildup to resolution
• Working in teams to resolve conflict using the six-step process

Creating a personal action plan

• Identifying immediate action items
• Resolving conflict back at the office
• Committing to a collaborative outlook
• Development: Using Template - Follow up and action

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session