Resolving Conflict

Differences of opinion can quickly escalate into an out-and-out battle. In the workplace, it's the leader's role to recognize the signs of conflict and then to quickly choose the appropriate level of involvement to help resolve the issue.

This course teaches leaders how to recognize that a conflict is escalating and minimize damage by using the most appropriate resolution tactic—regardless of which stage a conflict is in. Leaders also learn the true cost of conflict to an organization and techniques for handling even the most challenging conflict-related discussions effectively.

Do you face any of these issues?

  • Does conflict escalate because leaders fail to recognize the signs?
  • Do leaders know hat to do when a conflict is affecting productivity or morale?
  • Do leaders have the skills to mediate a conflict when emotions are strong?
  • Are they aware of the real cost of conflict to the work group and to the organization?

Course Objectives:

Helps leaders:

Effectively resolve workplace conflict and enhance productivity, efficiency, and morale.
Help others take responsibility for resolving workplace conflict.
Reduce the negative effects of workplace conflict on individuals, groups, and the organization.

Primary Competency Developed

  • Managing Conflict

Secondary Competencies Developed

  • Building Strategic Working Relationships
  • Coaching

Course Content:

  • When It Rains, It Pours: A video illustrates the escalation of conflict, and participants identify behavioral signs of escalation and learn about the stages of conflict. Learners discuss the obvious and hidden costs of conflict in the workplace. Team tables identify a situation when it was appropriate to use one of the four resolution tactics.
  • Using the Interaction Process to Resolve Conflict: Learners use a Discussion Planner to analyze a positive model video of a leader using the Coach resolution tactic to help someone resolve his own conflict. Participants discuss the leader's effective use of the Interaction Guidelines and Key Principles.
  • Work It Out I: Participants conduct two prepared skill practices using the coach resolution tactic.
  • Work It Out II: Learners watch a video meeting focusing on people's emotions and behaviors and discuss ways to defuse strong emotions and balance the discussion. Participants conduct two prepared skill practices using the mediate resolution tactic.
  • Session Close: Volunteers respond "on the spot" to challenging conflict situations. Learners complete an action plan for applying their new skills on the job and identify activities for continued development.

Who Should Attend:

  • Frontline leaders through mid-level managers.