Constructive Conflict and Difficult Conversations

Knowing how to recognize, understand, and intervene effectively in conflict situations is a critical career-enhancing skill. This may be through conflict resolution techniques, structured difficult conversations, or a combination of the two.

This class discusses how to understand, avoid, and resolve conflict, as well as conversational tips and techniques and how to properly prepare for difficult conversation using the ALERT process to maximize conversational effectiveness.

Location

Public Classes: Delivered live online via WebEx and guaranteed to run . Join from anywhere!

Private Classes: Delivered at your offices , or any other location of your choice.

Goals
  1. Gain understanding of conflict sources, dynamics, and resolution.
  2. Gain working knowledge of key conflict resolution strategies.
  3. Learn the seven-step conflict resolution process.
  4. Learn the ALERT Difficult Conversational Process.
Outline
  1. Initial Thoughts and Vocabulary
    1. The typology of conflict
    2. Types of conflict
    3. The Conflict Spiral
    4. ERIC, VASE and Special Question Types
  2. Conflict Strategies
    1. Rationale and action
    2. Collaboration vs. compromising
  3. Quick Conflict Resolution Tips
    1. Techniques to establish positive dialog
    2. Defining a workable solution
    3. Dealing with and defusing high emotions
  4. The Conflict Resolution Process
    1. A seven-step process moving from defining the issues at hand, through resolution, and ending with ways prevent future conflicts
  5. Conversational Tips and Techniques
    1. General Ground Rules
    2. Constructive Feedback
    3. Question Restatement
    4. Addressing Employee Responses
    5. Action / Reaction(s)
    6. Ways to Say 'No'
    7. Use and Observation of Body Language
    8. Value of Storytelling
  6. Discussion Preparation
    1. Defining Your Goals, Risks and Results
    2. Time, Location and Venue
    3. Orchestrating the Listening Framework
  7. The ALERT Conversation Process Overview
Class Materials

Each student in our Live Online and our Onsite classes receives a comprehensive set of materials, including course notes and all the class examples.

Training for your Team

Length: 1 Day
  • Private Class for your Team
  • Online or On-location
  • Customizable
  • Expert Instructors

What people say about our training

This course was impressive. In less than five days I went from absolutely zero knowledge about XML to feeling comfortable working with rather advanced code.
Abraham Lewis
PAE
The instructor was very knowledgeable with real world work experience in the areas taught.
James Ting
Texas Instruments
I appreciate learning from an instructor who knows all about Project Management. He was genuinely interested in ensuring that I understood what was being taught.
Jackie Julaton
City of Colorado Springs - IT Dept
I just wanted you to know that this class has been AWESOME! It is by far, the best online class I have ever taken. The instructor is phenomenal. She has really gone over and beyond and I have learned so much in only a couple of days!
Travisty Vasquez-Terry
Meharry Medical College

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GSA schedule pricing

64,157

Students who have taken Instructor-led Training

11,950

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100%

Satisfaction guarantee and retake option

9.30

Students rated our trainers 9.30 out of 10 based on 30,188 reviews

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