Conflict Management

Leaders are responsible for creating a work environment that enables people to thrive. If turf wars, disagreements and differences of opinion escalate into interpersonal conflict, you must intervene immediately. Not intervening is not an option if you value your organization and your positive culture. However, intervening at the wrong time could also cause lasting damage.

Our Conflict Management workshop is designed for all levels of participants, including managers/leaders who are responsible for maintaining a smooth-running organization, as well as individual employees, who need to recognize signs of conflict and act accordingly. It deals with both face-to-face issues as well as those carried out through email and other technologies.

Topics include:

• Defining a conflict
• Traits of people in conflict
• Avoiding Conflict
• Ignoring a Conflict
• Resolving a Conflict
• Mediation
• How to listen to people in conflict
• The "He-said-she-said" issue
• Choosing to intervene
• Active resolution measures
• Passive resolution measures
• Interest reconciliation – collaboration
• Encouraging/Facilitating Dialogue
• Understanding the Emotional element of Conflict
• Dealing with Emotional Elements of Conflict
  • Anger
  • Confusion
  • Fight-or-Flight reflex
    
• Conflict Styles
• Conflict Scenarios
  • Conflicts with Staff
  • Between Staff and Client
  • Between Staff and Management
• Office Bullying
• When Domestic Conflicts Come to the Workplace
• Escalation Issues
• Dealing with Self-Doubt as Mediator
• Giving and Receiving Feedback
  
• When to Encourage Appropriate Work Conflict
• Tips for Participating in Healthy Work Conflict
• Getting an Argumentative Person to Tone it Down
• Understanding Personality Types in the Workplace
• Conflict Scenarios:
  • Meetings
  • Private conversations
  • Less-than-private conversations
  • Over the phone
  • e-mail, texting and Web 2.0 conflicts