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Resolving Workplace Conflict

Unresolved conflict is extremely costly for the individuals involved in the conflict, for their teams and/or departments, and for their organization as a whole. In this workshop, the participants will learn how to better diagnose the root causes of conflicts and better determine the correct strategies to effectively resolve them. Lectures, demonstrations, film, role-plays, simulations and real-life case studies are used to help master this essential skill set. Past participants have found that the real-life case studies contributed to making this one of the "best" modules they have taken.

This is a required course for the Certificate in Negotiation and Conflict Resolution and it is highly recommended that participants take the Become a Master Negotiator workshop before the Resolving Workplace Conflict workshop.

Program Content

Accurately diagnosing the source of conflict:

  • Within Individuals
  • Between Individuals
  • Within Departments or Teams
  • Inter-departmental Conflict
  • Combinations of the Above

Deciding on the most appropriate conflict resolution strategy
The seven most effective strategies used in resolving workplace conflict will be analyzed and explored. In addition, more complex strategies require the use of the right combination of strategies that will be examined.

Selecting the most appropriate time and place to intervene
Selecting the right time and place to intervene is often as important as selecting the right strategy.

Enhancing our conflict resolutions skills
Developing our listening, diagnostic information seeking skills, interviewing assertiveness, influencing and creative problem solving skills, and learning how to better select the best combination of skills for each particular workplace conflict will be explored.

Getting past no: Negotiating your way from confrontation to cooperation
Learn how to use William Ury 's five part model for breakthrough negotiations with difficult situations and with difficult people.

Effectively resolving interdepartmental conflict
Conflicts between departments come about as a result of misunderstanding, differences in communication style and structural differences. By learning to accurately identify these differences, developing a shared language to talk about them, and by learning how to focus on the "larger" picture, different departments can learn how to turn their differences into organizational synergy.

What You Will Learn

  • Learn how differences of opinions, norms, standards, goals, traditions and values can result in conflict and how to better resolve them.
  • Learn the seven most commonly used techniques to resolve workplace conflicts and when it is appropriate to use them.
  • Learn how to better resolve inter-departmental conflicts.
  • Develop a better understanding of the role of both organizational and professional culture and how it can be used to help to successfully resolve workplace conflicts.

Who Should Attend

This workshop is designed for individuals in the workplace who want to transform destructive conflicts into opportunities for creative growth for both themselves and their organizations.

You Will Receive

All participants will receive a copy of the book Difficult Conversations: How to Discuss What Matters Most by Douglas Stone, Bruce Patton, Sheila Heen & Roger Fisher.

Format

Day 1 - registration/check-in will start at 8:00 a.m. with sessions to begin at 8:30 a.m. and adjourn at 4:00 p.m. Day 2 will commence at 8:30 a.m. and adjourn at 4:00 p.m.
There will be 15 minute mid-morning and afternoon coffee breaks. This course includes lunches, refreshment breaks, seminar materials and a certificate of completion.

Testimonials

"I've been given invaluable tools to deal with conflict and I am a very anti-conflict person."

"Role-play really good to watch participants' styles and listen to Brad's feedback; valuable tips for learning."

"Brad certainly challenged us to think more creatively about conflict resolution and helped me to see better ways of dealing with difficult situations."