Home > Vendors > AMA > 2115

2115 - AMA: Responding To Conflict: Strategies For Improved Communication

Overview

Duration: 2 days

Arm yourself with the 10 vital business skills you need to make sound business decisions

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

Objectives

Exhibit a Strong Sense of Self-Confidence with Your Peers, Direct Reports, and Manager
Analyze Audiences and Situations Appropriately
Create Processes to Frame Your Message to Specific Audiences
Apply Strategies to Influence and Motivate

Content

Developing Conflict Awareness

Define Conflict
Explain the Difference Between Disagreement and Conflict
Describe the Five Levels of a Conflict
Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

Identify Your Own Personal Feelings and Actions in Response to Conflict
Ally the P-U-R-R Model to Demonstrate Understanding and Application
Apply the Validating Process
Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

Identify Your Preferred Strategy or Strategies for Responding to Conflict
Identify the Five Conflict Strategies
Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

Describe the Four “Cs” as the Cornerstones of Building Trust
Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
Identify Interests Behind Positions

Moving Beyond Conflict

Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
Identify and Practice Assertiveness Tools and Strategies
Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behaviors

Explain the Difference Between Difficult People and Difficult Behavior
Describe an Understanding of Handling Passive Behavior
Describe a Strategy for Handling Passive or Aggressive Behavior

Mapping Conflict

Map a Conflict Using a Five-Step Approach
Explore a Given Conflict from Various “Viewing Points”
Separate Interests from Positions in a Specific Conflict
Select a Conflict Strategy Appropriate to Address a Specific Goal
Demonstrate the Implementation of the Chosen Conflict Strategy

Thunderstorms

Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”

Audience

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict.

Prerequisites

While there are no direct pre-requisites, here are some of the benefits realised of this course :

Recognize the underlying causes of conflict
Map conflict using a five-step approach
Identify ways to develop flexible responses to personal and professional conflicts
Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
Implement strategies to improve your communication and effectively respond to conflict

Certification

Schedule

Course ID:

2115

Show Schedule for:

Please provide as much information as possible for us to help you with your enquiry.

First Name*

Last Name *

E-mail address *

Phone No*

Company

Enter your message*

Have an Account ?

Need an Account ?