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.

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.

Preparing for Class

Training for your Team

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

Training for Yourself

$595.00 or 1 vouchers
  • Live Online Training
  • For Individuals
  • Expert Instructors
  • Guaranteed to Run
  • 100% Free Re-take Option
  • 1-minute Video

What people say about our training

I wanted to be able to manage existing Crystal Reports and be able to create new ones. This course gave me the ability to do so and even use enhanced features.
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Vitamin Shoppe
Excellent trainer for our SAP Business Objects Web Intelligence course. He was very thorough in his approach to teaching the course. He was both structured and adaptive to the needs of balancing the course manual and the needs of the class.
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Archbold Medical Center
Although this training was not in person, the instructor was able to keep all the online participants engaged in a topic that's not always easy to share with strangers.
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EdVisionIT LLC
I needed Adobe Flash training on short notice and was excited when I saw that the class would run with only one person enrolled. That meant I could get the training I needed immediately. Getting one-on-one instruction was a bonus!
Alexandra Smith
Northwestern Michigan College

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