Conflict Resolution - From Conflicts to Collaboration

Overview:

It is best to pre-empt conflict altogether. Nevertheless, conflicts happen. And when they do, we need to resolve them without damaging relationships or undermining results. We need to be smart, safe, reasonable, and fair—and get back to work as quickly as possible. This well-rounded, high-EQ workshop will help you resolve conflicts in a more collaborative manner, and improve your communication, teamwork, and collaborative practices in general.

Learning Objectives:

Upon completing this course, you should be able to:

• Explore various strategies for pre-empting conflict 
• Review the realities of power dynamics in communication and collaboration
• Learn how to give constructive feedback and communicate more collaboratively 
• Learn how to use a customer service model to deal with conflict: The L.A.S.T. Model
• Learn how to deal with someone who is irate: The D.E.A.R. Model 
• Explore a variety of de-escalation tactics 
• Learn how to dealing with defensiveness, both your own and other people’s 
• Value add: Receive a variety of useful toolkits and complementary practices from the fields of persuasion and Influence, negotiation, and problem solving

Who Will Benefit:

This workshop will be valuable for everyone who has clients or colleagues.