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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

  • In a Classroom
  • Online
  • Your Company Location

Course Scheduling & Pricing

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.

  •   Classroom2 Day(s)
    1.2 CEU, 12 PDCs, 12 PDU
  •   Online4 Lesson(s)
    1.2 CEU, 12 PDCs, 12 PDU
 
 

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.

 

  • 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
  • Identify Approaches for Developing 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
  • Describe Barriers to Managing and Resolving Conflict

Responding to Conflict

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Ally the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

  • Identify 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 Interests Behind 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, and Devise Alternative Ways to Express the Message Behind the Emotional Statement

Dealing with Difficult Behaviors

  • Explain the Difference Between Difficult People and Difficult Behavior
  • Describe an Understanding of Handling Passive Behavior
  • Describe a Strategy for Handling Passive or Aggressive Behavior

Mapping 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

Thunderstorms

  • 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

LESSON ONE

Developing Conflict Awareness

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

Responding to Conflict

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  •  Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process  Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

 LESSON TWO

Responding to Conflict—Part 2

  • Identify Your Own Personal Feelings and Actions in Response to Conflict
  • Apply the P-U-R-R Model to Demonstrate Understanding and Application
  • Apply the Validating Process
  • Distinguish Between Listening for Thoughts and Listening for Feelings in a Conversation
  • Explain That Meaning Often Comes from the Context of the Relationship Rather Than the Intrinsic Definition of the Words Used

Conflict Strategies

  • Identify 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—The Four Cornerstones of Building Trust
  • Explain How Trust Is Lost and Regained and How Transparency Validates Trust
  • Identify Interests Behind Positions

LESSON THREE

Moving Beyond Conflict

  • Describe How Relationship Conflict and Content Conflict Should Be Handled Differently  Explain the Reason the Word “Why” Should Be Avoided When Managing a Conflict
  • Identify Appropriate Solutions for Managing Real-Life Conflict Situations
  • Use “I” Messages and the DESC Script to Express Yourself Assertively
  • Apply the Model to Disagree
  • Say “No” Assertively
  • Detoxify Emotional Statements, and Devise Alternative Ways to Express the Message

Dealing with Difficult Behavior

  • Explain the Difference Between Difficult People and Different Behavior
  • Describe an Understanding of Handling Passive Behavior  Describe a Strategy for Handling Passive or Aggressive Behavior

LESSON FOUR

Mapping the Conflict

  • Map a Conflict Through the Five Steps on the Template
  • Explore a Given Conflict from Various “Viewing Points”
  • Separate Interests from Positions in a Specific Conflict
  • Select a Conflict Strategy Appropriate to a Goal  Demonstrate the Implementation of a Chosen Conflict Strategy in a Role Play

Thunderstorms

  •  Apply a Combination of Skills, Techniques, and Ideas Presented Throughout This Seminar to Participant-Generated Conflicts (Called Thunderstorms)
  • Demonstrate the Application of Appropriate Conflict Strategies to Address These Thunderstorms
Download Extended Seminar Outline PDF

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

AMA has been reviewed and approved as a provider of project management training by the Project Management Institute (PMI).

Talent Triangle PDUs

[L] 12

Project Management Institute (PMI) Talent Triangle, 2015.
Reproduced with the permission of PMI. Copyright and all rights reserved

American Management Association (AMA) is accredited by the International Association for Continuing Education and Training (IACET). AMA complies with the ANSI/IACET Standard, which is recognized internationally as a standard of excellence in instructional practices. As a result of this accreditation, AMA is authorized to issue the IACET CEU.

AMA 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 Martha Leon at 212-903-8173.

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

Classroom Schedule

15 Sessions Available

Online Schedule

4 Sessions Available

  • $2,445.00 Non Members
  • $2,195.00 AMA Members
  • $1,984.00 GSA
Date Duration State City Zip
  2019-06-13 2019-06-14 Jun 13, 2019 - Jun 14, 2019 2 Days CA San Francisco 94103-3156 San Francisco Register Now

  2019-06-17 2019-06-18 Jun 17, 2019 - Jun 18, 2019 2 Days IL Chicago 60601 Chicago Register Now

  2019-07-08 2019-07-09 Jul 8, 2019 - Jul 9, 2019 2 Days CO Denver 80002 Denver Register Now

  2019-07-15 2019-07-16 Jul 15, 2019 - Jul 16, 2019 2 Days MA Boston 02110-1817 Boston Register Now

  2019-08-12 2019-08-13 Aug 12, 2019 - Aug 13, 2019 2 Days NY New York 10019 New York Register Now

  2019-08-22 2019-08-23 Aug 22, 2019 - Aug 23, 2019 2 Days DC Arlington/Washington 22202-4807 Arlington/Washington Register Now

  2019-09-09 2019-09-10 Sep 9, 2019 - Sep 10, 2019 2 Days IL Chicago 60601 Chicago Register Now

  2019-09-19 2019-09-20 Sep 19, 2019 - Sep 20, 2019 2 Days TX Dallas 75001 Dallas Register Now

  2019-09-23 2019-09-24 Sep 23, 2019 - Sep 24, 2019 2 Days WA Seattle 98101 Seattle Register Now

  2019-10-21 2019-10-22 Oct 21, 2019 - Oct 22, 2019 2 Days GA Atlanta 30309-7705 Atlanta Register Now

  2019-11-04 2019-11-05 Nov 4, 2019 - Nov 5, 2019 2 Days NY New York 10019 New York Register Now

  2019-11-21 2019-11-22 Nov 21, 2019 - Nov 22, 2019 2 Days DC Arlington/Washington 22202-4807 Arlington/Washington Register Now

  2019-11-21 2019-11-22 Nov 21, 2019 - Nov 22, 2019 2 Days CA San Francisco 94103-3156 San Francisco Register Now

  2019-12-05 2019-12-06 Dec 5, 2019 - Dec 6, 2019 2 Days IL Chicago 60601 Chicago Register Now

  2020-02-06 2020-02-07 Feb 6, 2020 - Feb 7, 2020 2 Days NY New York 10019 New York Register Now

2445.00 $
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