Resolving Workplace Conflict:


Conflict is a regular occurrence not only in the workplace but in our everyday lives. Organizations and leaders are not judged by the existence of conflict but by how they handle it. We're often amazed in our training sessions to hear participants define conflict. You hear words like war, battle, confrontation, and fight. In fact, most people see conflict as a negative experience. But, conflict can also be the vehicle by which creative and cutting edge ideas are generated. The process of developing, defending, and reconciling opinions is likely the sign of a healthy and vibrant workplace. Even seemingly aggressive and intense disagreement can be normal and acceptable.

But what happens when conflict is neither resolved nor managed correctly? Conflict as an expression of confidence, enthusiasm, or caring is positive but when it becomes frustration, self-consciousness, and anger those affected are unable to sustain a productive and stable exchange. There is often a "breaking point" where someone abruptly cuts off the interaction or irrupts with rage. In both instances, the breaking point is usually taken as "irrational," "inappropriate," or "unbelievable" by those on the receiving end and can lead to a vicious-circle of conflict driven exchanges. Those of us who enter into organizational working environments on a daily basis know it is precisely this vicious-circle of exchanges that is disruptive to our workplace and destructive when left unresolved.

Diagnosing the Source(s) of Conflict:

Within individuals
Between individuals
Within departments or teams
Between departments


Conflict Resolution Strategies:

Seven effective strategies used in resolving workplace conflicts
Multiple strategies and choosing the right combination of strategies


Intervention:

How to select the right time and place to intervene


Enhancing Conflict-Resolution Skills:

Developing listening skills and diagnostic information-seeking skills
Assertiveness skills
Creative problem-solving skills
How to select the best combination of skills for different workplace conflicts


Effectively Resolving Inter-Organizational Conflict:

Identifying communication, style, and structural differences
Developing a shared language to discuss differences
Focusing on the big picture and turning differences into organizational synergy


Understanding the Role That Workplace Culture Plays in Conflict:

Identifying differences in professional cultures that can lead to conflict
Identifying workplace conflicts that result from mergers, acquisitions, or establishing overseas operations


Audience:

If you ever experience disagreements in the workplace, this course is for you. It's all about sitting down and talking rather than standing up and confronting people.

Conflict Resolution methods described in this course can help all employees, employers, supervisors, union members and representatives, business owners and managers. These techniques work whether your organization is large or small, for profit or not-for-profit.