Conflict Resolution Training Program

In this 5-week training series, we will learn how to support difficult conversations and conflict resolution discussions so they result in a shared perspective of how to move forward and reach our goals.

Whether you are an HR associate, manager/supervisor, or individual contributor with co-workers, we all experience conflict at work. This conflict often causes tension due to different points of view. Conflict is a valuable and natural part of our professional lives. However, most of us are uncomfortable with managing conflict and emotionally charged conversations. We also often lack giving and receiving transparent feedback with our co-workers. Effective conflict is built on trust and is an essential ingredient to workplace success.

In this program, you will:

  • Discover different responses to conflict and how to benefit from each

  • Build emotional intelligence to identify how to support challenging behaviors and conversations

  • Practice communication techniques that enhance your ability to listen

  • Learn how to guide conflict resolution meetings

Module 1
Understanding Conflict

Being a supervisor involves the fundamental ability to get things done through others. As a leader in your organization, you help set the tone, and you have the Conflict can be uncomfortable or it can be an inspiring interaction, you get to choose. When we understand the purpose of conflict and how to better respond to it, we uncover a wealth of information and knowledge that enhances our work performance and relationships. In this course, you will:

  • Learn about 5 responses to conflict

  • Utilize these responses to cultivate teamwork

  • Practice a communication tool that supports multiple points of view

Module 2
Engaged Communication

Effective conflict consists of good listening skills and the ability to ask powerful questions. When we truly engage with the needs and perspective of others, we gain a better understanding of our own needs and perspective. We ensure that we interpret another person’s comments, behaviors and ideas clearly so that transparent information guides our decision making and relationships. In this course, you will:

  • Enhance your listening skills

  • Learn how to ask powerful questions that uncover valuable information

  • Practice a communication technique that guides a conversation for better results

Module 3
Emotional Intelligence

Tension and discomfort surface often in our conversations and interaction. We need to feel safe in order to be honest with each other. We utilize our emotional intelligence in order to build safety and trust. When we trust each other, we are able to access our creativity and innovation together with more ease. In this course, you will:

  • Discover the 4 competencies within Emotional Intelligence

  • Identify common and challenging workplace behaviors

  • Practice using emotional intelligence to respond to difficult behavior

Module 4
Giving and Receiving Feedback

A culture of continuous feedback is imperative to our organizations. Timely acknowledgement and redirection of mistakes provides a source of clear communication and therefore builds transparency and trust. We reduce the tension within our natural conflicts, if we routinely provide honest feedback. In this course you will:

  • Learn simple and powerful ways of giving constructive feedback

  • Utilize a communication model for receiving distressing feedback

  • Practice receiving and giving feedback

Module 5
Conflict Resolution Meeting Facilitation

Often we are called to manage and mediate a conflict resolution discussion between two or more people. Handling conflict constructively builds trust and stimulates valuable information that keeps your workforce engaged. Providing a safe environment for conflict comes down to what and how we communicate. If you create a safe container, you will stimulate innovation and creativity. In this course you will:

  • Learn a process for guiding a conflict resolution meeting

  • Gather the most valuable points of information from the participants

  • Practice facilitating a conflict resolution discussion

About the Instructor

Jennifer Mount has over 15 years of experience in the design and facilitation of professional and leadership development curriculum. Her work has crossed the globe and many industries and has coached Fortune 500 Companies such as Microsoft, 3M, and Amgen as well as start-ups, non-profits, small businesses, and entrepreneurs to help enhance employee leadership skills and work performance.