One of the most misunderstood, time-consuming, and poorly handled leadership responsibilities is conflict and challenge management.
Most leaders, managers, and supervisors view 'conflict' negatively. However, if it is used and managed well and occurs in high-trust cultures, conflict can be a powerful source of sustainable competitive advantage.
This course, Managing Conflicts, and Difficult Situations were created to assist leaders and managers in controlling and reducing negative conflict, building high-trust organizational cultures, and dealing proactively with difficult situations using highly effective techniques.
The program incorporates the most recent research in the fields of Emotional Intelligence (EI), neuroscience, psychology, personality research, and cutting-edge communication and persuasion techniques.
Your natural personality preferences for thinking, feeling, speaking, and behaving may trigger conflict – or help to manage it
The default conflict-management strategies people use – both helpful and unhelpful
The nature, types, and causes of conflict and difficulty – inter-personal and strategic
Highly effective strategic and verbal techniques to address conflict and difficulties at both the individual and organizational level
How to structure your meetings, presentations, and communications to reduce negative conflict and encourage healthy debate
Identify the common types and sources of conflict in your workplace
Appreciate your own and other’s personality profiles and preferred conflict approaches
Understand the predictable emotional triggers and responses to conflict
Differentiate between assertive, passive, and aggressive behaviors
Deal with difficult people and situations using a large range of powerful techniques
This highly interactive and engaging Global Horizon Conflict Management training seminar will use a range of approaches to learning, including experiential group activities, individual exercises, mini-case studies, role plays, targeted videos, and relevant discussions. A key part of the learning process is the sharing of different experiences as well as experimenting with the novel – and sometimes challenging – practical techniques. A Personality / Social Styles profile will be used to give you an insight into how you’re own, and others, personalities can contribute to creating or resolving conflicts. In addition, a Thomas Kilmann Conflict Mode type profile will reveal your default conflict-management strategy and how you can utilize this self-knowledge to your advantage.
Having a high-trust culture of openness, integrity, and certainty
Stronger working relationships, greater collaboration, and discretionary effort
Enhanced ability of employees to resolve their problems and difficulties so avoiding extended disruptions
Reduced workplace stress and tension that results in improved morale
Constructive resolution of conflicts and challenges
Higher levels of organizational productivity
Recognize the warning signs of conflict early on
Address the issues quickly and effectively
Increase the overall productivity of your team or department
Focus on more important strategic and operational matters
Master a skill set that’s essential in more senior roles
Gain credibility in the eyes of senior management
Managers and Team Leaders
Leaders & Supervisors who need to take charge of – and resolve – conflicts or difficult situations that could hurt performance, effectiveness, and relationships
Junior / Middle Managers new to their role, or with experience but little previous training
Defining the Nature, Types, and Causes of Conflict
Conflict vs. Competition: When one overtakes the other
Benefits and Drawbacks of Conflict in the Workplace
The Power of Emotional Intelligence in Conflict Situations
Conflict-management Default Mode
Utilizing the Circles of Concern and Influence
Key Motivations or Drivers of Individuals and Groups
The Art of Successful Communication
Building Rapport and the Circle of Trust Technique
Personality Preference Assessment: Communicating with Different Personalities
Mastering Active Listening Skills to Validate others’ Needs
Using Powerful Questions to Gain the Right Information
Transactional Analysis: The Power of Questions in Counselling
Perfecting the Art of Non-verbal Language Signals
Framing and Re-framing Issues to Facilitate Positive Outcomes
Psychological Insights into People’s Behavior and Attitude
Filters and How our Perceptions can Influence our View of Others
Determining Personal Agendas and Intentions
Being Assertive: Techniques and Skills
Negotiation ‘Positions’ and ‘Interests’ and Prime Negotiation Gambits
Persuasion Techniques Incorporating Cialdini’s 6 Steps
Achieving Synergy through the 4 Steps of Persuasion
The Key Strategy Factors to Master the Art of Influence
Main Types of Difficult / Challenging Conversations in the Workplace
The Art of Influencing with Integrity and Personal Power
Utilizing Key Personal Strategies: GLASS, But Suppose, Feel, Felt Found
Structuring 'Crucial Conversations' to Produce Optimal Results
Using Coaching Techniques in Conflict: Problem and Need
Recognizing and Handling Ineffective Conflict Responses
Dealing with Strong Emotions such as Anger and Frustration
Defection Technique Strategies
Understanding the Key Elements of Your Organization’s Culture
High-trust vs. Low-trust & ‘Toxic’ Organizational Cultures
Establishing Appropriate Organizational Values and Behaviors
Utilizing Alternative Dispute Resolution (ADR) Strategies
Conflict Management: Synergistic Advantage for Your Organization
Making Your Organization a Desirable Place to Work
Summary and Next Steps
