Conflict Management

Mastering Workplace Conflict and Difficult Conversations

Introduction:
Workplace conflict is an unavoidable aspect of working with others, arising from disagreements, differing opinions, and conflicting perspectives. Left unaddressed, these conflicts can lead to significant costs, including work disruptions, reduced productivity, project failures, absenteeism, and even turnover. Emotional stress is often both a cause and a consequence of such conflicts.

This comprehensive program integrates Emotional Intelligence (EI), psychology, personality research, and advanced communication and influencing techniques to equip participants with the skills to manage and resolve conflicts effectively.

Key Learning Outcomes:

Identify Common Conflict Sources: Recognize the types and sources of conflict in your workplace.
Early Conflict Detection: Learn to spot warning signs of conflict early on.
Effective Conflict Resolution: Develop strategies to address issues quickly and efficiently.
Boost Team Productivity: Understand how resolving conflict can enhance overall team productivity.
Emotional Intelligence in Conflict: Explore predictable emotional triggers and responses to conflict.
Behavioral Strategies: Differentiate between assertive, passive, and aggressive behaviors.
Handling Difficult Situations: Utilize powerful techniques to deal with challenging people and scenarios.
Strengthen Collaboration: Foster stronger working relationships and greater collaboration.
Reduce Workplace Stress: Minimize stress and tension by effectively managing conflicts.

Program Content:

1. Conflict and Difficult Situations

Conflict vs. Competition: Understanding when conflict overtakes competition.
Workplace Conflict: Pros and Cons: Explore the benefits and drawbacks of workplace conflict.
Emotional Intelligence in Conflict: Harness the power of EI in managing conflict.
Conflict-Management Styles: Identify your default conflict-management approach.
Circles of Concern and Influence: Utilize these frameworks for effective conflict resolution.
Key Motivations: Understand the drivers behind individual and group behaviors.
Advanced Interpersonal Skills: Develop skills for managing interpersonal conflicts.

2. The Art of Successful Communication

Building Rapport: Master the Circle of Trust technique.
Personality Preferences: Assess and communicate with different personality types.
Active Listening: Hone active listening skills to validate others’ needs.
Powerful Questioning: Use powerful questions to gain crucial information.
Transactional Analysis: Leverage the power of questions in counseling.
Non-verbal Communication: Perfect the art of reading and using non-verbal signals.
Framing and Re-framing: Learn to re-frame issues for positive outcomes.
Persuasion, Influence, and Negotiation: Master the art of persuasion and negotiation.

3. Psychological Insights into Behavior and Attitudes

Perception Filters: Understand how perceptions influence our views of others.
Personal Agendas: Identify and navigate personal agendas and intentions.
Assertiveness: Develop assertive communication techniques.
Negotiation Tactics: Learn negotiation positions, interests, and gambits.
Persuasion Techniques: Incorporate Cialdini’s six steps of persuasion.
Synergy through Persuasion: Achieve synergy with the four steps of persuasion.
Influence Mastery: Master the key factors in effective influence.

4. Strategies for Handling Challenging Conversations

Types of Difficult Conversations: Identify common challenging conversations in the workplace.
Influencing with Integrity: Utilize strategies like GLASS, But Suppose, Feel, Felt Found.
Crucial Conversations: Structure challenging conversations for optimal results.
Coaching in Conflict: Apply coaching techniques to address problems and needs.
Managing Strong Emotions: Learn strategies to handle anger, frustration, and other strong emotions.
Defection Techniques: Implement strategies to deflect and manage conflict effectively.

This program is designed to empower participants with the tools and techniques necessary to handle workplace conflicts and difficult conversations with confidence and effectiveness.