Respond to Conflict: Strategies for Improved Communication

Planning Information

The duration of this course is 2 Hours per Day.
Classes are priced from $475.00. See individual sessions for details.


Do you have people in your workplace who cause problems for everyone else? Do they create additional work for others? Conflict at work is a painful reality and a key explanation for decreased productivity and increased frustration. One point is clear: Conflict does not magically go away, and it only gets worse when ignored.

In this course, you'll develop conflict resolution strategies to prevent explosive situations and learn to communicate in a way that facilitates cooperation and problem-solving without creating resistance.

At Completion

  • Become better at identifying and communicating to people with different communication styles
  • Become (and be seen as) a great listener
  • Improved conflict resolution skills
  • Gain clarity and skills around being assertive

Course Outline

Module 1: Develop Conflict Awareness

  • Disagreement vs. Conflict
  • Causes of Conflict
  • Styles, Perceptions, Goals, Roles, Values
  • Separate Person from Behavior
  • Role of Emotional Intelligence

Module 2: Prepare to Respond to Conflict

  • Advanced Listening Skills
  • Feeding Back: 4 levels
  • Flow of Communication
  • Distinguish Between Content and Feeling
  • Avoid/Attack Spectrum

Module 3: Manage Conflict Productively

  • Five Conflict Management Styles
  • Approach with Confidence and Objectivity
  • Conflict Script
  • Assertive Script
  • Action Plans

Maximize Trust, Minimize Conflict

  • Nine Commandments of Fighting Fair
  • Role Plays

To request private training or future dates, call 610-321-3500 or
Register your interest now

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