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Course Library > Conflict and Stress Management > Conflict Resolution in Today’s Workplace
Conflict Resolution in Today’s Workplace 
Click to download a sample portion of the Leader's Guide (PDF).

Test DriveConflict in inevitable, but if left unchecked it can be highly destructive within an organization. This program offers approaches that will help you identify and enhance the most important aspects of conflict resolution. Develop communication skills that support conflict prevention and practice tools that will end conflict in even the most difficult situations. When you feel that conflict has gone beyond your means, this program offers the benefits of using a third party, as well as procedures for finding an effective mediator.
Course Length : One Day
Course Format : CRPL
Course Objectives : Successful completion of this course will increase your knowledge of and ability to:
  • Identify the characteristics of conflict orientation
  • Discover typical approaches to conflict
  • Determine the basic steps to conflict resolution
  • Advance listening and inquiry skills
  • Develop communication skills that support conflict prevention and resolution
  • Practice resolving conflict in difficult situations
  • Understand the benefits of using a third party
  • Choose an effective mediator
Course Outline :

Understanding conflict

  • Rational vs. emotional orientation

The basic steps of conflict resolution

  • Four typical approaches to conflict
  • The “ABCD” of conflict resolution
  • Getting buy-in
  • Consensus
  • The components of detached engagement

Listening skills

  • How to listen effectively
  • Obstacles to listening
  • Asking questions

Communication skills that support conflict prevention and resolution

  • Establishing creditability and trust
  • Communicating feelings
  • Confrontational language

Handling specific conflict situations

  • Dealing with your boss or upper management
  • Dealing with a co-worker
  • Dealing with team conflict
  • Dealing with an employee you supervise
  • Dealing with a customer or client
  • Dealing with extreme anger
  • Confronting when intimidated
  • Dealing with an uncooperative person

Using a third party

  • Continuum of third-party options
  • Mediation
  • Choosing a mediator
  • Arbitration

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