Course Length: 6hrs (1 day)
Conflict is a normal part of relationships. It’s not possible for everyone to agree on everything all the time, and to do so can squash creativity and innovation.
In this course, participants will learn how to manage difficult interactions and aim for mutual respect and agreement. By learning skills to navigate difficult conversations, you can communicate with confidence, seeking the win-win solution and keeping your personal and professional relationships strong.
At the end of this workshop, participants will be able to:
- Demonstrate a confident approach to difficult conversations, balancing emotions and rationale
- Understand emotional triggers and how they affect behaviors
- Demonstrate skill in the way they communicate
- Apply techniques that lead to collaboration and build trust
Everyone in the workplace who interacts in any way with others will have to deal with conflicts at some time. All employees and leaders must cope with this challenge, and all will benefit from learning and applying the strategies in this course.
Leaders, managers, and their teams spend a significant amount of time handling conflicts in the workplace. Those in a leadership role will find this course particularly beneficial, as they will learn how to help themselves and others turn difficult situations into opportunities for growth.
This is an experiential session; please be prepared to participate and practice the skills you need to feel confident and clear when navigating difficult conversations.
Participants will practice and understand how to navigate difficult conversations
- Start a conversation without defensiveness
- A win-win mindset
- Build awareness for what was said and more importantly that was NOT said
- Understand that emotions or feelings get in the way - ours and others’
- How to move from emotion to productive problem solving or even dialogue
Section 1: Start with Creating Safety
Different ways to open
How to start a conversation without defensiveness
Section 2: Communication Styles and Conflict Outcomes
Identify your style and how you relate most often
Help gain a better understanding of yourself and others
Improve your communication with others who have different styles
Section 3: Win-Win Intention
Understand the value in one another’s goals
How to collaboratively reach a resolution
Section 4: Clues and Cues
Learn to listen and look for what is and isn’t said
How self-talk gets in our way
How can you manage fight or flight?
Section 5: Manage the Emotions and Motivations
Listen for accuracy, not assumptions
Ask open questions that explore and create dialogue
Understand the different ways to use empathy
Explore motivators and needs
Ask questions and fill out an action plan
Final skills review