Class Description
Conflict Resolution and Difficult Conversations
This Conflict Resolution and Difficult Conversations course is designed to provide students with an understanding of how to, avoid and resolve conflict. It also includes conversational tips and techniques on how to properly prepare for difficult conversations using the ALERT process, to maximize conversational effectiveness.
Course Objectives:
Upon completion of the Conflict Resolution and Difficult Conversations course, students will be able to:
- Understand conflict sources, dynamics, and resolution
- Use key conflict resolution strategies to reduce or end conflict
- Employ a seven-step conflict resolution process
- Use the ALERT Difficult Conversational Process
Duration:
- One day
Class Topics include:
- Key Constructive Conflict Concepts
- Reducing Potential of Future Conflict
- Causes and Preventions of Workplace Conflict
- Relationship/Result Framework
- Moving from Unhealthy to Healthy Conflict
- Conflict Resolution Process
- Successful Difficult Conversations by Being ALERT
- A: Ask and Articulate
- L: Listen and Learn
- E: Empathize and Evaluate
- R: Resolve and Relax
- T: Track and Talk