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Responding to Conflict: Strategies for Improved Communication

Increase your success by proactively improving your conflict management skills.

Conflict in business is all too familiar—particularly under increased business pressures. Still, most of us lack basic conflict management skills. Rather than react to conflict on a purely emotional level, you can learn how to manage disputes and disagreements in a positive manner, or even avoid them altogether. This conflict management training will show you how to recognize the causes of interpersonal conflict. It emphasizes skills to help you critically evaluate conflict situations and then choose the appropriate strategies and tools to manage and/or resolve these conflicts. You’ll develop greater awareness of your emotional triggers and how to control them. In addition, you will learn how to continually action-plan around the implementation of your new skills.

Seminar Number: 02115

(319 reviews)

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Home>Course Topic>Communication Skills>Responding to Conflict: Strategies for Improved Communication

Who Should Attend

Business professionals who want to expand their conflict management skills, understand their own emotions and behaviors when addressing conflict, and find productive ways to manage conflict

In-Person2 Day(s)
12 CAE, 1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PHR, 12 PMU, 12 SPHR
Live Online2 Day(s)
12 CAE, 1.2 CEU, 12 CLP, 14 CPE, 12 PDCs, 12 PDU, 12 PHR, 12 PMU, 12 SPHR

Overview
How You Will Benefit
What You Will Cover
Outline
Reviews
Credits

Recognize the underlying causes of conflict
Map conflict using a five-step approach
Identify ways to develop flexible responses to personal and professional conflicts
Practice applying models, techniques and strategies to manage your interpersonal communication behaviors in conflict situations
Implement strategies to improve your communication and effectively respond to conflict

Developing Conflict Awareness

Recognizing the difference between disagreement and conflict
Understanding the five levels of a conflict
Exploring barriers to conflict management and resolution

Responding to Conflict

Identifying your own feelings and actions in response to conflict
Applying the P-U-R-R Model to demonstrate understanding
Utilizing the validating process
Distinguishing between listening for thoughts and listening for feelings

The Role of Trust in Minimizing Conflict

Describing the 4 Cs as the cornerstones of building trust
Knowing how trust is lost and regained, and how transparency validates trust
Identifying interests behind positions

Conflict Strategies

Identifying your preferred strategies for responding to conflict
Understanding the five conflict strategies
Exploring appropriate strategies to minimize/manage conflict

Moving Beyond Conflict

Knowing why relationship conflict and content conflict should be handled differently
Turning potential disagreements into discussion by applying the Model to Disagree
Identifying and practicing assertiveness tools and strategies
Detoxifying emotional statements and devising alternative ways to express the message

Dealing with Difficult Behavior

Explaining the difference between difficult people and difficult behavior
Understanding how to handle passive behavior
Developing a strategy for handling passive or aggressive behavior

Mapping the Conflict

Mapping a conflict using a 5-step approach
Exploring a given conflict from various "viewing points"
Separating interests from positions in a specific conflict
Selecting a conflict strategy appropriate to addressing a specific goal
Implementing a chosen conflict strategy

Thunderstorms

Applying skills to address emotionally tense conflicts (called Thunderstorms)
Using skills to address an intra-group conflict case study
Planning for future development to effectively respond to conflict

Learning Objectives

Identify Underlying Causes of Conflict
Determine Approaches That Provide Flexible Responses to Personal and Professional Conflicts
Practice Various Models, Techniques, Strategies, and Approaches to Manage Your Interpersonal Communication Behaviors in Conflict Situations
Implement Flexible Strategies to Improve Your Communication and to Effectively Respond to Conflict

Developing Conflict Awareness

Define Conflict
Explain the Difference Between Disagreement and Conflict
Describe the Five Levels of a Conflict
Cite Possible Barriers to Managing and Resolving Conflict

Responding to Conflict

Assess Your Own Personal Feelings and Actions in Response to Conflict
Apply the P-U-R-R Model to Demonstrate Understanding and Application
Describe the Use of Validating in a Conflict Situation
Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
Explain Why Meaning Often Comes from the Context of the Relationship Rather than the Words Used

Strategies for Responding to Conflict

Recognize Your Preferred Strategy or Strategies for Responding to Conflict
Identify the Five Conflict Strategies
Analyze Examples and Recommend Appropriate Strategies to Minimize or Manage Conflict

The Role of Trust in Minimizing Conflict

Describe the Four “Cs” as the Cornerstones of Building Trust
Explain How Trust Is Lost and Regained, and How Transparency Validates Trust
Identify the Interests That Underlie a Person’s Positions

Moving Beyond Conflict

Describe How Relationship Conflict and Content Conflict Should Be Handled Differently
Demonstrate How to Turn Potential Disagreements into Discussion By Applying the Model to Disagree
Identify and Practice Assertiveness Tools and Strategies
Detoxify Emotional Statements by Framing Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behavior

Explain the Difference Between Difficult People and Difficult Behavior
Recognize the Steps for Effectively Minimizing “People Problems”
Describe the Best Strategies for Handling Passive or Aggressive Behavior

Mapping the Conflict

Map a Conflict Using a Five-Step Approach
Explore a Given Conflict from Various “Viewing Points”
Separate Interests from Positions in a Specific Conflict
Select a Conflict Strategy Appropriate to Address a Specific Goal
Demonstrate the Implementation of the Chosen Conflict Strategy

Resolving Conflict Situations

Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to a Conflict Situation (Called a “Thunderstorm”)
Demonstrate the Application of Appropriate Conflict Strategies to Address the “Thunderstorm”

Download Extended Seminar Outline PDF

View a Sample of Our Reviews

319 reviews

I learnt several new techniques and strategies to manage conflict that I was not even aware of.

Sandhya B.

TEAM LEAD

Industry: Business Services, Research & Development

Great Class. I avoid dealing with conflict, but after taking this course, i have confidence on how to deal with conflict and will know what methods and techniques I can use to handle the situation.

Maryanne P.

Business Analyst Manager

Industry: Insurance

Outstanding trainer. Excellent overall knowledge, moved class along, imparted his strong experience. I like how he controlled the training to make sure discussions were about the topic and how he kept everyone engaged.

Marcos V.

FABRICATION SUPERVISOR

Industry: Business Services, Software & Tech

This was a great course. The instructor Jean was wonderful, and always had good insight to share. We also had a great group! Came away with great tools to use going forward.

Taryn D.

System Administrator

Industry: Manufacturing

The facilitator was excellent and did a good job of keeping all participants engaged. Additionally, many tools for responding to conflict were offered and the material was thoughtfully assembled. The interactive structure of the training, including the break-out rooms provided for practice sessions that help prepare for real-life experiences.

Lynette T.

Senior Associate

Industry: Business Management Consulting

This course is valid for 12 PMUs.

HRCI. The use of this seal confirms that this activity has met HR Certification Institute’s® (HRCI®) criteria for recertification credit pre-approval.

AMA is recognized by SHRM to offer Professional Development Credits (12 PDCs) for the SHRM-CPSM or SHRM-SCPSM.

Talent Triangle PDUs
12 Power Skills [PS]
Project Management Institute (PMI) Talent Triangle, 2015.
Reproduced with the permission of PMI. Copyright and all rights reserved

American Management Association is accredited by the International Accreditors for Continuing Education and Training (IACET) and is accredited to issue the IACET CEU.

American Management Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.nasbaregistry.org. For additional information or for more information regarding administrative policies such as complaints and refunds, please contact Customer Service at 800-262-9699.

Recommended CPE Credit: 14 hours/Basic
Prerequisites: None
Advance Preparation: Online pre-and post-assessment
Delivery Method: Group Live/Group Internet Based
Field of Study: Non-technical - Communication & Marketing

In-Person Schedule

8 Sessions Available

Live Online Schedule