Training Class: Conflict Resolution and Difficult Conversations

/Training Class: Conflict Resolution and Difficult Conversations
Training Class: Conflict Resolution and Difficult Conversations 2020-03-29T19:48:01+00:00

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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:

  • Initial Thoughts and Vocabulary
    • The typology of conflict
    • Types of conflict
    • The conflict spiral
    • ERIC, VASE and special question types
  • Conflict Strategies
    • Rationale and action
    • Collaboration vs. compromising
  • Quick Conflict Resolution Tips
    • Techniques to establish positive dialog
    • Defining a workable solution
    • Dealing with and defusing high emotions
  • The Conflict Resolution Process
    •  A seven-step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
  • Conversational Tips and Techniques
    • General ground rules
    • Constructive feedback
    • Question restatement
    • Addressing employee responses
    • Action / Reaction(s)
    • Ways to say ‘no’
    • Use and observation of body language
    • Value of storytelling
  • Discussion Preparation
    • Defining your goals, risks and results
    • Time, location and venue
    • Orchestrating the listening framework
  • Five Step ALERT Conversation Process Overview

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