Why are conflict resolutions skills important?

An unavoidable circumstance in any organization is the fact that people won’t always see eye-to-eye.  When conflict arises and isn’t handled effectively permanent damage can be done to relationships which effects productivity and performance – directly impacting the bottom line.   The good news is that handling conflict in a positive way is a relatively easy skill to learn and put into practice!

What does the program look like?

Objectives:

During this course participants will:

• Define conflict and trace the “Path to Positions”
• Apply effective listening skills, including those both verbal and non-verbal
• Develop greater empathy and demonstrate practical application
• Recognize the difference between Closed and Open ended questions and practice asking the same
• Document accurately the conflict or concern and take clear steps to following up
• Develop skills in handing high emotions and re-framing unreasonable demands

Course Outline:

1. Understanding Conflict: 1 hour – Participants analyze the elements of conflict and evaluate their own individual responses to it.  As learners define conflict they will identify the Path to Positions and then evaluate their typical response (Fight or Flight).
2. The LEAF Model: 1 hour – The LEAF model is introduced and each component is identified: Listening, Expressing Empathy, Asking Questions, Fixing the Problem.
3. Listen: 1 hour - Elements of listening are explored and practiced: Your Opening Statement,  Truth of Their Experience, Listening to Understand (Chinese Character “to listen”), Verbal & Non-Verbal Communication, and Is Your Heart In It?
4. Empathy: 1 hour – Components of empathy are introduced and explored: Empathy vs Sympathy, Experience Their Point of View (standing shoulder to shoulder), and  Being Sincere
5. Asking Questions: 1 hour – Participants will practice asking questions that help to get beyond the emotion and to the actual reason for the conflict: Types of Questions: Open and Closed,  Examples, A model for questioning: Clarify, Restate, and Re-frame
6. Fixing the Problem: 1 hour - Like closing the sale, conflict must be resolved in order to be handled effectively.  Learners explore elements of getting to a resolution: Clarity in Resolution, Writing it Down, Asking THE Question.
7. From Concerns to Conflict: 30 minutes – Learners will explore when concerns become a high-conflict, emotionally-charged situation.  Once these types of situations are identified, they can be avoided in the future.
8. Handling High Emotion: 1 hour – Conflict is oftentimes associated with extreme anger, anguish/crying, silence, and/or ‘bad faith’.  This section explores each of these situations and identifies how to handle each.  Includes role-play practice scenarios.
9. Working with Unreasonable Demands: 30 minutes - Positions vs. Interests are introduced in this section with a model for handling them: Wait, Don’t Take the Bait.  This section also discusses how to break impasse questions.