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Who should attend Handling Conflict With Skill
All who deal with people, customer service representatives, supervisors, managers, team members, employees at all levels
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Handling Conflict With Skill  

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SuccessSystems, Inc.   

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All who deal with people, customer service representatives, supervisors, managers, team members, employees at all levels

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Seminar Summary:

Conflicts occur in all organizations and conflicts interfere with productivity, teamwork and customer service. This practical workshop will help you learn to prevent more conflicts and resolve those that do occur with Win-Win outcomes (approved for 7 hours credit for PHR/SPHR/GPHR certifications). (see full course description)

 
 
 

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Training Course Syllabus:


People at all levels of an organization face conflict situations and few have received any training to prepare them to handle these situations skillfully. This training program gives participants the information, tools, and techniques for dealing with conflict with skills to help them resolve the conflict with win-win outcomes. Developing these skills will result in improved relationships with coworkers, managers, direct report employees and external customers.

Each of the important topics below include practice exercises and applications to assure that participants can return to work and implement what they learn. Registration is limited to assure that all will have maximum involvement and opportunity to apply what they learn to real-life situations and needs.

The Drama Triangle

  • The pattern of conflict – 3 roles
  • Recognizing all 3 roles
  • Analyzing some on-the-job conflicts
  • Identifying your favorite role

Win-Lose or Win-Win?

  • 3 basic types of behavior
  • Everyone uses all 3
  • Why 2 produce win-lose results
  • The 1 win-win behavior style
  • Developing win-win skills

Responses for Each Conflict Role

  • How to respond to Persecutors
  • How to respond to Rescuers
  • How to respond to Victims

Managing Emotions

  • The “Feeling Myth”
  • How the myth supports conflict
  • The Truth about Feelings
  • How to manage your emotions

How Do You Listen?

  • A Communication Experiment
  • Benefits of adding the feedback
  • 4 Active Listening Skills

Handling Conflict Skillfully

  • Practice session
  • Coaching feedback

Follow-Up Suggestions

  • Recommended reading
  • Practice suggestions
  • Follow-up report

Seminar Summary:

Conflicts occur in all organizations and conflicts interfere with productivity, teamwork and customer service. This practical workshop will help you learn to prevent more conflicts and resolve those that do occur with Win-Win outcomes (approved for 7 hours credit for PHR/SPHR/GPHR certifications). (see full course description)

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